Baltimore City Public Schools Tier 1 Service Desk Support


Baltimore City Public Schools (BCPS) has always staffed their Tier 1 Service Desk in-house within the Information Technology Department. They decided in 2012 to bring in a contractor to fully run their ITD Service Desk. The ITD Service Desk is located in Baltimore City, Maryland and serves the needs of the public education in Baltimore City, covering approximately 77 square miles, with a residential population of more than 646,000.


AttivaSoft functioned as a seamless arm of BCPS, answering all calls between the hours of 7:30 AM – 5:00 PM Monday – Friday. The ITD Service Desk received requests via email, phone, walk-ins, and electronic forms. We ensured the ITD Service Desk maintained a high-level of reliability by using the Information Technology infrastructure Library (ITIL) as a framework for facilitating the delivery of high quality information technology (IT) services.


By leveraging the ITIL framework for IT Support of the ITD Service Desk, AttivaSoft was able to provide a single, definable, repeatable, and scalable documented framework for IT best practices that flows across the project. AttivaSoft was able to achieve that all incoming calls were answered within 60 seconds, all emails and electronic forms were answered within 1 business day and had at least a 75% resolution rate. In addition we provided the CIO detailed metrics report that allowed BCPS to perform process improvement within the entire IT organization which had a positive impact on the ITD service Desk.