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
Quote Name Updated: DeKalb County School Dist - GA - - Created Date 11/20/2025
Platform Renewal - 2026 - 2027 Expiration Date 7/31/2026
Company Address 750 Glenwood Ave SE Suite 320 Quote Number 51951
Atlanta, GA 30316
US
Contract Start Date 7/1/2026
Contract End Date 6/30/2027
Bill To Name DeKalb County School District (GA) Ship To Name DeKalb County School District (GA)
Bill To 1701 Mountain Industrial Blvd Ship To 1701 Mountain Industrial Blvd
Stone Mountain, GA 30083 Stone Mountain, GA 30083
United States United States
Product Code Product Product Description Sales Price Quantity
iiQ-6700 iiQ Enterprise Service Management Incident IQ Enterprise Service Management, Subscription $356,303.48 1.00
IIQ-6300 iiQ Facilities Incident IQ Facilities product (add-on), Subscription $141,235.16 1.00
Total Price $497,538.64
Notes
Current subscription ends 6/30/2026. Above quoted license begins 7/1/2026 and ends 6/30/2027
All Incident IQ products and services are purchased and delivered pursuant to the Incident IQ Cloud Services Master Subscription Agreement,
as found at https://www.incidentiq.com/legal/master-services-agreement, along with any applicable Supplements (available at
https://www.incidentiq.com/legal). All of the aforementioned are incorporated into this ordering document by reference to the maximum extent
permitted by local, state, and federal laws and regulations. For any legal questions, please contact us at legal@incidentiq.com.