It's Not Just the IT Help Desk Anymore: How IT Changed Campus Support

In 2009, UMBC's Division of Information Technology replaced its current client-based help desk software with a web-based solution called Request Tracker (RT) in order to standardize and streamline the request process. UMBC's success with RT demonstrates that by using a single help system across campus, IT support can help lead a transformation in campus support through increased partnerships and collaboration. Furthermore, standardizing the FAQ process and integrating ticket data into the campus data warehouse can improve self-service and help departments analyze their business processes to better serve the university.