This summer, OIT will begin using Parature, a web-based support product that offers unlimited site licenses, a knowlege base to help users resolve issues more quickly, and an easy, Web-based user interface that allows users to file a help request form and check on the status of tickets they have previously filed.
UMBC purchased Remedy, the current Help Desk system, in 1998. Since then, the number of tickets filed annually with the help desk has increased to 25,000. Remedy has not been able to keep up with that demand.
"We identified shortcomings in the way Remedy supports the community," said Jack Suess, Vice President of Information Technology. "Parature is a better platform for UMBC."
Among other enhancements, the new product is Web based and does not require those managing tickets to install software on their computers. It also offers options for use by departments outside of OIT, and provides a knowledge base so users have an opportunity to resolve their problems immediately, without contacting the Help Desk.
The Help Desk will begin using Parature by the end of July. However, PeopleSoft support will not migrate to Parature until later. OIT will work with the offices of Finance and Human Resources to migrate to the new product at a later date.