US higher education gets tailormade management software.

Service desk management software is being increasingly used in higher education. In the US, a collaboration between the TeamDynamix Advisory Council and Bryn Mawr College has resulted in a unique software package that thoroughly understands the asset management needs of a university IT help desk.

The web-based solution helps campus staff prioritise and manage IT tasks, including tracking software and hardware. Updates to the most recent package include the capability to fully manage and connect incidents, problems, changes and releases and even interact with users who do not have the exact software package.

"We worked collaboratively with TeamDynamix to enhance tickets and to develop asset and people management modules," said Amy Pearlman, head of support services at Bryn Mawr College Information Services. "The obvious benefit is combining both our ticket and project task work in TeamDynamixHE so that we are able to use one interface, one set of reporting, and one way of understanding our work."

Aaron Crane, Director of Client Services for TeamDynamix, said the software has been designed to be tailormade to the needs of educational institutions. "Information technology is playing increasingly more important roles in shaping higher education," he said. "With this responsibility, it is critical that IT professionals have access to relevant and robust tools that will help them optimise their resources, quickly respond to the changing higher education dynamics, work effectively and collaboratively with people and across departments and deliver results."