Agenda Item
c. Approval of Incident IQ Ticketing System Renewal (Not to Exceed $497,538.64)
Summary: Presented by: Dr. Kermit Belcher, Chief Information Officer, Division of Information and Instructional Technology
Request: It is requested that the DeKalb County Board of Education approve the annual renewal of the ticketing system with Incident IQ in an amount not to exceed $497,538.64.
Why: The purpose of this agenda item is to renew the district’s existing Incident IQ platform and expand its functionality to support IT asset management, facilities operations, and advanced enterprise features. The DeKalb County School District currently utilizes Incident IQ for help desk ticketing and change control. Expanding the platform will transform Incident IQ into a centralized system for managing technology, facilities, and operational work requests, improving efficiency, communication, and service delivery across departments.
Details: Incident IQ is a district-wide service management platform that provides a user-friendly interface for submitting, tracking, and resolving support requests. Teachers, staff, and students can easily report issues, while administrators benefit from robust workflows, reporting, and analytics to support data-driven decision-making.
The proposed expansion includes the addition of IT Enterprise and Facilities modules, allowing Incident IQ to serve as a single point of entry for technology support, asset tracking, and facilities work orders. This unified approach reduces duplication, improves visibility into ongoing work, enhances interdepartmental collaboration, and supports more effective resource allocation.
The Asset Management functionality provides principals and support staff with real-time visibility into student and staff devices, assisting site coordinators with daily operations and providing leadership with actionable insights into district technology assets.
KEY SERVICES:
Districtwide help desk ticketing and change control
IT Enterprise asset management and advanced operational features
Facilities work order management supporting all aspects of facilities operations
Centralized reporting and analytics for improved oversight and decision-making
Financial impact: General Fund
100.1000.553200.00011.7600.9990.0308.070.0000
100.2600.553200.00011.7520.9990.8013.040.0000
Contact: Dr. Kermit Belcher, Chief Information Officer, Division of Information and Instructional Technology, 678.676.1274
Effective: Upon Board Approval
Status: Pending Approval by the Office of Legal Affairs
Chronology- Incident IQ Service Management Platform
The Division of Information and Instructional Technology (DIIT) utilizes Incident IQ as the
districtwide service management platform for help desk ticketing and change control. The
system serves as the primary method for submitting, tracking, and resolving technology-related
incidents and requests across the DeKalb County School District, providing a consistent and
auditable process from request creation through resolution. Incident IQ is used daily by
teachers, staff, and students as the first point of contact for support needs and has proven to be
a reliable operational tool.
Incident IQ has been fully implemented for several years and was expanded and upgraded
during the prior fiscal year to include enterprise-level functionality, facilities work order
management, and enhanced asset management capabilities. The platform now serves as a
centralized system supporting both technology and facilities operations, providing real-time
visibility into service requests, device inventory, and work status across departments. These
capabilities improve coordination, transparency, and operational oversight while supporting
school administrators, site coordinators, and district leadership with actionable data to inform
planning and service delivery.
Key Services:
● Districtwide help desk ticketing and change control
Provides a standardized system for submitting, prioritizing, routing, and resolving
technology-related incidents and service requests. Supports documented change control
processes to ensure system updates, enhancements, and infrastructure modifications
are reviewed, approved, and tracked in a controlled and auditable manner.
● Centralized intake and tracking of technology and facilities requests
Establishes a single platform for submitting and monitoring both IT and facilities-related
work orders. Ensures consistent intake procedures, eliminates duplicate or missed
requests, and provides real-time visibility into request status across departments and
school locations.
● IT Enterprise asset management with real-time device visibility
Maintains comprehensive inventory records for district-owned devices, including
Chromebooks and Windows devices. Provides real-time insight into device status,
assignment, health, and location to support asset accountability, lifecycle management,
virtual audits, and informed replacement planning.
● Facilities work order management across all district locations
Enables submission, assignment, prioritization, and tracking of maintenance and
operational work orders. Supports improved coordination between facilities teams and
school leadership, enhances transparency into project status, and improves
responsiveness to campus needs.
● Role-based permissions and approval workflows
Implements structured access controls aligned to job responsibilities, ensuring users can
only access relevant data and functionality. Supports multi-level approval processes for
requests, purchases, and changes, strengthening governance and operational oversight.
● Operational analytics and reporting to support data-driven decisions
Provides dashboards, trend analysis, and performance reporting on ticket volume,
response times, recurring issues, asset utilization, and facilities workload. Supports
leadership decision-making, resource allocation, and continuous improvement initiatives
across departments.
Procurement:
Pursuant to Board of Education Purchasing Policy DJE III.D.3.b the purchase of Incident IQ
services qualifies as a single source. Incident IQ is a legacy system containing multiple years of
historical operational data and is deeply integrated with district workflows and systems.
Transitioning to an alternate platform would require a multi-year implementation period and
introduce operational risk related to data migration, system compatibility, retraining, and process
standardization.
Financial Impact:
Year Cost
2024-25 $151,825.99
2025-26 $522,300.75
2026-27 $497,538.64 requested