page 1 CASE STUDY Cutting Support and Maintenance Costs Out of the Box with Service Desk Great Oaks Career Campuses offer innovative career training to empower individuals and communities. With 67 programs across 40 locations in Ohio, Great Oaks serves more than 11,000 students. CHALLENGES Great Oaks needed a versatile solution to handle IT incidents, a robust service catalog, and some beyond-IT functionality to create a successful service environment for teachers, and in turn, their students. Because such a large amount of educational activity depends on technology, they needed a user-friendly way to submit tickets and find quick resolutions. They originally decided on ServiceNow, but Director of IT Stephen Jacobs said that they spent far too much time and money trying to make the

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