Agiloft is one of two vendors the Texas A&M University system has approved for standard IT service management. So, when Texas A&M International University (TAMIU) decided to replace its current help desk software with a system that provides the full ITIL framework, much of the evaluation legwork had already been done for it. It chose the Agiloft ITIL Service Desk Suite. “Agiloft had all the features our campus currently needs, and it was also budget-friendly,” said Albert Chavez, Jr., Director of Computing & Information Services.

Albert oversees an IT department that manages 2,500 desktop and laptop computers for 1,300 TAMIU employees, along with 300 servers in its computer network. They also support the email, portal, and online learning systems for 7,500 students, and manage 30 computer kiosks across campus that provide additional access to those services. On average, they handle nearly 1,400 service requests per month.

The Agiloft ITIL Service Desk Suite is designed ready to use out-of-the-box, and TAMIU’s implementation required only a few small customizations. The most difficult part of the process was for Albert and his team to put together their service catalog, which drives the Agiloft system. Currently, his team offers 167 services in 14 categories.

Bringing the system online was as easy as flipping a switch, according to Albert. In transitioning from their previous help desk system, there was new ITIL terminology and methodology for his team to learn, but they found Agiloft intuitive and easy to use. They can now track the performance of their IT department with the system’s standard reports and additional custom reports they are starting to build themselves.

Right now, users report incidents and make service requests via email or phone, but in a few months, Albert’s team will use the ITIL Service Desk Suite’s web portal to allow users to do the same thing online. This is one small example of Agiloft’s features and flexibility that will allow TAMIU to respond to the needs of its users and continue to deliver best-in-class ITIL services well into the future.

Read the TAMIU case study: