Big Brothers Big Sisters of America Unifies Nationwide IT and Cuts Resolution Time by 40% With SolarWinds Service Desk

Data-driven insights and a modern service portal transform nationwide IT support

Supporting a federated nonprofit network with disparate tools was a major challenge for Big Brothers Big Sisters of America^®. With no centralized system, users faced confusion, while a "super user" bottleneck dramatically slowed resolutions. The small IT team risked burnout, and leadership lacked the objective data to make strategic decisions or measure performance.

With SolarWinds Service Desk, the organization created a unified ITSM foundation, cutting ticket resolution time by 40% and empowering thousands of users with direct support access. But how did they transform from a reactive team buried in tickets to a proactive, strategic partner? Read more to discover the strategies and tools that enabled this enterprise-wide transformation and what it means for their future.

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