The Challenge: A Growing IT Burden in K-12 Schools

For Alexandria Public Schools in Minnesota, managing thousands of student devices was becoming an overwhelming task. As Director of Technology, Kevin Brezina and his team of seven were responsible for supporting over 5,000 Chromebooks and 1,000 iPads across 12 campuses – all for a student body of 4,000 learners.

Over the years, the district’s IT needs had drastically evolved. Initially, device management was straightforward, with a few shared computers per classroom.

“When I initially moved from the private sector into the K-12 sector here, device management was pretty simple,” Kevin explains. “We had a few devices in each classroom. We had, maybe, a PC for the teacher, and there were some shared carts for students.”

But the demand for technology exploded with the introduction of 1:1 student device programs and the rapid shift to digital learning during the pandemic.

Overnight, Alexandria Public Schools found themselves managing an unprecedented number of devices.

Now what do you do with these five thousand devices deployed out there? Holy cow.

With this influx came new challenges:

• Lack of a unified system: IT staff juggled multiple tools – Google Sheets, Excel, and third-party help desk systems – to track and manage device repairs and requests.
• Data silos and inefficiencies: Maintenance records for devices were scattered, making it difficult to track recurring issues or student/device history.
• Rising costs of device maintenance: Without clear data, budgeting for repairs and replacements was reactive rather than strategic.
• Classroom disruptions: Device issues meant downtime for students, creating roadblocks for learning.

“We were doing everything we could to make it work, but it was just too cumbersome,” said Kevin. “I wanted one system where my team could see a complete history of every device, who had it, and what repairs it had undergone.”

The Solution: A Unified IT Support System

When Follett Destiny® Help Desk was introduced Alexandria Public Schools became an early adopter, eager to test whether this integrated IT ticketing system could simplify their workflow.

Destiny Help Desk seamlessly integrates with Destiny Resource Manager, allowing IT teams to:

• Create, track, and manage IT support tickets within the same platform used for asset management
• Access device history instantly, ensuring informed troubleshooting decisions
• Automate reporting and insights to justify budget allocations and repairs

“For the first time, we had all our resource and support data in one place. If a student submitted a repair request, my team could immediately see that device’s history – how  many times it had been repaired, if it was a recurring issue, or if it was time for a replacement. That level of insight was a game changer.”

The Results: Faster Resolutions, Lower Costs, and Less Classroom Disruption

Since implementing Destiny Help Desk, Alexandria Public Schools has seen dramatic improvements in their IT operations including faster response times to IT requests: increased device longevity, reducing unnecessary replacements; and a reduction in classroom disruptions, keeping students learning.

Kevin’s team has also simplified their IT workflows, reducing reliance on multiple platforms.

With Destiny Help Desk, IT staff can now track repair trends, proactively identify problematic devices, and streamline communication between students, teachers, and IT teams. This has allowed Alexandria Public Schools to make data-driven decisions about repairs, warranties, and replacements – saving both time and money.

“Before, we were constantly reacting to issues. Now, we’re strategic about how we manage our technology,” Kevin said. “The best part? We’re minimizing device downtime for students, so technology enhances learning instead of hindering it.”

Conclusion: A Smarter Way to Manage K-12 IT Operations

For school districts struggling with IT support inefficiencies, Destiny Help Desk offers a smarter, more integrated approach. By connecting asset management with IT service requests, districts can extend device lifespans, optimize budgets, and keep students connected to learning.

For Alexandria Public Schools, this wasn’t just an operational improvement – it was a shift that empowered students and staff with reliable technology.

Ready to transform your IT support?

Find out how Destiny Help Desk can streamline your district’s IT operations. Contact us today for a demo.