Chronology IIQ 2025

                              Chronology of Incident IQ (IIQ)
DeKalb County School District currently utilizes Incident IQ for help desk ticketing and
change control. Incident IQ was implemented to provide users throughout the district with
a method to create and track the progress of support requests. The Incident IQ system is
designed to provide a simple help submission process for teachers, staff, and students
and uses powerful workflows for support teams and detailed analytics for administrators.
Incident IQ is the first point of contact for everyone in the district when experiencing
technical issues. All incidents are logged in Incident IQ, where information on actions
taken from creation to resolution is recorded, and analytics are provided to drive support
and change within the district.
This system allows us to utilize up-to-date operational data to report on the current status
of reported incidents and requests, as well as to leverage historical data, which helps to
identify problem areas and opportunities for improvement, providing a holistic view of
operations.
To optimize district operations, we propose expanding the platform's functionality by
incorporating modules for IT asset management, facilities operations, and advanced
features to support business operations. This expansion will transform Incident IQ into a
centralized hub for managing all work requests, streamlining processes, and enhancing
communication across departments.
Incident IQ offers a user-friendly interface for submitting and tracking support requests,
empowering teachers, staff, and students to easily report issues. Its robust workflows and
detailed analytics facilitate efficient task management and data-driven decision-making
for support teams and administrators.
By centralizing all work requests within Incident IQ, we can ensure timely resolution of
issues, improve resource allocation, and gain a holistic view of district operations. This
comprehensive system has already proven effective, enabling us to address and resolve
over 103,200 last fiscal year.
Integrating Incident IQ Ticketing with the Facilities module offers significant advantages.
This unified approach streamlines operations by establishing a single point of contact for
all maintenance and support needs, thereby reducing confusion and preventing requests
from being overlooked.
The centralized system provides a comprehensive overview of ongoing work, enabling
better resource allocation, improved progress tracking, and data-driven decision-making.
This fosters greater collaboration between departments, enhances transparency, and
ultimately improves responsiveness to the needs of our students, teachers, and staff. In
additional this provides school administration the capabilities to review their request
status
In addition, Integrating Incident IQ with Asset Management also increase visibility by
enabling Principal and support staff to real-time data on student devices. This tool can
support the site coordinator with their daily duties and provide their leadership with insight
to technical devices.
Benefits to District upgrade from Ticketing to Enterprise Version:
        •   Real-time data on Chromebooks and Windows devices for staff to conduct
            virtual audits.
        •   Real-time visibility into the health and status of the inventory.
        •   Enhanced permissions to restrict users to specific sites or functions, preventing
            unauthorized data access.
        •   Enhanced approval workflow with multi-threaded approvals for a more
            streamlined process.

Pursuant to Board of Education Policy DJE, the purchase of Incident IQ services meets the policy
definition of a single source. Incident IQ is a legacy system with a multitude of historical data
that requires a significant implementation period (spanning multiple years) with ongoing
compatibility and standardization with other systems and district processes.
Platform Cost Last 6 years
 Year         Approved Amount
 2025         $151825.99
 2024         $157,717.72
 2023         $147,687.13
 2022         $137,535.00
 2021         $97,621.00
 2020         $99,900.00


Requested Approval $522,300.75.
This is an increase in spending of $370,474.76. Included in the requested approval is a one-time
cost of $47,497.71 for implementation of the additional modules.
High-Level Breakdown of Cost
                                                Existing
 Product                            Description                        Cost
 IIQ Ticketing with current add-    Current Functionality with Asset   $151,825.99
 on                                 Management and additional
                                    advanced features
                                                  New
 Product                            Description                        Cost
 IIQ IT Enterprise                  Asset Management and               $187,174.01
                                    Advance Feature to support
                                    DSCD growing needs
 IIQ Facilities                     Work Order – Supports all          $135,803.04
                                    aspects of Facilities
 On-Boarding (one-time cost)        Implementing the new               $47,497.71
                                    functionality/modules


Renewal for IIQ is 7/1/2025; however, to ensure that new modules are implemented by the
start of school year 2026; kickoff of the implementation of the system must start in March 2025.


High-Level Implementation Timeline (Joint Project with Vendor and DSCD)

 Stage                Timeline         Goals
 Stage 1: Kick-off    Weeks 1-2        Goals: Establish power users. Set meeting schedules.
                                       Scope system integrations. Establish expectations.
 Stage 2: Users       Weeks 3-6        Goals: Verify user sync. Manage roles and locations.
                                       Configure permissions. Define and configure teams.
 Stage 3: Ticketing Weeks 5-9          Goals: Setup models. Install support flows. Configure
                                       custom fields, Customize issues and actions. Setup
                                       automation.
 Stage 4: Status      Weeks 10-14      Goals: Assess readiness. Configure miscellaneous options
 Check                                 (fine tune)
 Stage 5: Agent       Weeks 12-16      Goals: Prepare technicians for working tickets, managing
 Training                              assets, and supporting users.