Background
When Jessica Ax, Director of Technology, Innovation and Assessment at Moreno Valley Unified School District, reflects on their device management process before Incident IQ, she recalls a fragmented system that struggled to keep pace with their growing one-to-one program.
“We had a separate product for asset management that was slow and difficult to work with,” Jessica explains. “Coupled with our homegrown ticketing system, it made the whole process unwieldy.”
“We had a separate product that was an asset management system in which we just did check-in/check-out of Chromebooks,” Jessica explains. “But the system was kind of slow. It was difficult and wonky to work with. So we learned very quickly this wasn’t going to work.”
“The other problem was our homegrown ticketing system. Those two pieces together made it a little unwieldy. So we went in search of a software that could do both, and that’s when we found Incident IQ, and it literally changed everything on how we did it.”
As the district expanded its one-to-one program during the COVID-19 pandemic, these challenges became more pronounced. The need for a unified, efficient solution was clear.
A Game-Changing Solution
Four years ago, Moreno Valley USD found their answer in Incident IQ. The platform’s integrated approach to asset management and ticketing immediately streamlined their operations.
“Incident IQ changed everything,” Jessica says. “We now have a much better handle on what devices we have and who has them. The connection between tickets, students, and devices gives us the whole picture instead of disjointed information.”
The impact on deployment efficiency has been remarkable. What used to be a time-consuming process now moves at an impressive pace. Jessica proudly notes, “When families come in, we can check in a broken device, create a ticket, and check out a new Chromebook within minutes. It’s super fast.”
Empowering Staff and Improving Family Experience
The intuitive nature of Incident IQ has not only improved efficiency but also empowered the IT team. Staff members quickly embraced the system and began contributing ideas for further enhancements.
“My team jumped onto Incident IQ pretty quickly because they were hungry for a system that actually worked,” Jessica shares. “They love coming up with ideas to make our processes even better.”
This efficiency translates directly to a better experience for families. During busy back-to-school periods, the team can reassure waiting parents and students. “It’s funny to watch them walk up, kind of grumpy when they see a huge line, and then leave happy because they realize it literally took less than five minutes,” Jessica observes.
A True Partnership
What sets Incident IQ apart, according to Jessica, is their commitment to customer success. This was exemplified when the Incident IQ team visited Moreno Valley USD during their busiest deployment period.
“It really was amazing, a good testament to what your priorities are as a company,” Jessica remarks. “They were willing to come out and work side by side with us, jumping in to help check out Chromebooks and give our team breaks.”
This hands-on approach allowed Incident IQ to gain valuable insights into real-world usage of their product while providing immediate support to the district.
Looking Ahead
As Moreno Valley USD continues to grow and evolve its device management processes, Incident IQ remains a crucial partner. The platform’s flexibility and the company’s responsiveness to feedback ensure that the district can continue to meet the changing needs of its students and staff.
For Jessica and her team, the journey with Incident IQ has been transformative. What began as a solution to streamline device management has become an integral part of their ability to support education in the digital age.
