- Managing support requests from multiple schools with diverse IT environments in a consistent and efficient way
- Ensuring measurable service levels and SLA compliance across all customers
- Gaining better visibility into workloads, response times, and service performance
- Maintaining full data control through an on-premises deployment suitable for the Education sector
Oakford Technology
UK
CHALLANGES
SOLUTIONS
Oakford Technology deployed Mint Service Desk On-premises as a centralized service management platform for all IT support activities. Incoming requests from schools were automatically captured and structured into tickets, enabling full lifecycle tracking and consistent handling.
The system was configured to reflect Oakford’s service model, covering remote support, on-site services, managed services, and consultancy within a single environment. Flexible ticket categorization, workflows, and reporting tools provided real-time insight into workloads and SLA performance, while the on-premises architecture ensured full data ownership and compliance with sector-specific requirements.
Oakford Technology is a UK-based IT services and consulting company specializing in delivering comprehensive IT solutions exclusively for the Education sector. Since its founding in 2006, the company has supported schools across the UK with IT support, telecommunications, audio-visual systems, security solutions, and managed services.
As Oakford’s customer base grew, managing IT support for multiple schools with different infrastructures became increasingly complex. The organization needed a structured, scalable service management platform that would allow consistent handling of requests, measurable service performance, and full visibility into workloads and SLA compliance.
In 2022, Oakford Technology implemented Mint Service Desk On-premises as a central platform for managing all IT support operations. The solution enabled the team to unify request handling, standardize workflows, and maintain full ownership of data in line with internal policies and the specific requirements of the Education sector.
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