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University of Roehampton Implements New Service Desk Software

The University of Roehampton, which operates four colleges serving 9,000 students in London, has rolled out new service desk software for IT and other departments.

The university had been looking for a solution that could help it improve IT efficiency, provide faster problem resolution, and track service requests across multiple departments. It selected BMC Footprints from BMC Software because it met the university's requirements. The university found that the solution was simple enough for non-IT personnel to use, and extended the implementation to its Property and Facilities Management and Library Services departments, in addition to the IT department.

Since implementing BMC Footprints, the university has been able to handle more service requests in less time. By extending the solution across multiple departments, the service desk has increased its internal customer base from 1,500 to 10,000 people and increased the number of jobs by 61 percent, while simultaneously reducing closure time from two months to one week. According to BMC Software, the tracking data and statistics from the system will help the university further improve its performance over time.

"Previously we had no way of tracking where things were and some service requests could be sitting there for months on end," said Toby Beehan, IT operations manager at the university, in a prepared statement. "In the space of three months since implementing the BMC Footprints software, we've dealt with 8,810 enquiries, which include requests submitted online and customer walk-ups."

BMC Footprints also provides a self-service function for students. The university's Library Services self-service portal enables students to inquire about lost library cards, book appointments with subject specialists, make membership requests, and check on borrowing fines. The self-service portal for Property and Facilities Management is linked to the maintenance team's mobile devices, making it easier for them to respond to requests.

Further information about BMC Footprints is available at bmc.com.

About the Author

Leila Meyer is a technology writer based in British Columbia. She can be reached at leilameyer@gmail.com.

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