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Dallas County Community College District Implements New IT Service Management System

Dallas County Community College District (DCCCD) has adopted new IT service management (ITSM) software to help improve its IT change management processes.

DCCCD consists of seven independently accredited colleges with separate IT departments that operate autonomously. The district began looking for a solution to integrate IT across the colleges. "Change management is a mission-critical process to help integrate our IT," said Emilio Ramos, district director of educational technology, in a prepared statement.

The district chose to implement SunView ChangeGear 5.0 from SunView Software. With SunView ChangeGear, the district can now track all changes to its production Blackboard learning management system (LMS), open service requests to other departments, and log incidents and problems for transfer to the appropriate support department. The district has also extended its use of the solution to the Facilities and Business Services departments.

One of DCCCD's requirements when selecting an ITSM solution was support for formal tracking of production system changes in a solution based on ITIL (Information Technology Infrastructure Library) best practices. ITIL is a method of organizing the workflows of large IT departments. SunView ChangeGear 5.0 supports ITIL out of the box.

According to the company, SunView ChangeGear 5.0 automates critical service management processes, such as incident, problem, change, service request, and asset management processes. The solution can be used for IT service support, IT controls for security and regulatory compliance, and automation of infrastructure management.

"One of the keys to choosing ChangeGear was that in just a few days ChangeGear was up and running," added Ramos. "With this cost-efficient ITIL-based process solution, we can now track production and system changes while bringing incident, problem and change management together in an easily customizable, integrated solution."

Dallas County Community College District includes seven independent colleges in the Dallas area, serving more than 100,000 students and employing more than 7,000 faculty and staff.

Further information about SunView ChangeGear 5.0 can be found at sunviewsoftware.com.

About the Author

Leila Meyer is a technology writer based in British Columbia. She can be reached at leilameyer@gmail.com.

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