University of Arizona Signs BMC Software for Help Desk Solutions

The University of Arizona was struggling with an outdated IT environment that limited its ability to deliver optimized services through its help desk. The institution needed a way to keep pace with the growing demand for business intelligence, the tracking of research and reliable records for divisions such as finance, payroll, human resources and more. To find the solution it needed, the university turned to Business Service Management (BMC) Software.

One of the solutions implemented by the University of Arizona was the Remedy Service Desk help desk solution offered by BMC. With this software platform – along with others – the university was able to move from the mainframe to a distributed computing environment. With the Control-M solution and its tight integration with Remedy Service Desk help desk software, the university was able to optimize its IT environment.

Kim Mayfield, the university’s manager of production services, noted that the university was dealing with tight budgets, which meant smaller staff sizes. As a result, they had fewer people monitoring everything happening at night. With the Remedy help desk solution in place, tickets are automatically opened up when there are problems with batch processes. This provides notification to operators when something is wrong. As a result, the department can get on a problem much faster than they could in the past.

With this innovative help desk solution in place, along with the new IT infrastructure, the university of Arizona was able to leverage automation to get the job done right, despite condensed staffing. And, as everyone is using the same tool, training is completed much easier. The university’s IT department has seen dramatic efficiency gains as a result, and has also identified great potential for additional gains in the future.