Case Study: Texas A&M International University achieves faster ticket response times and IT modernization with Agiloft

University Modernizes IT Software to Better Serve Users

Texas A&M International University (TAMIU) in Laredo serves a multilingual community with 7,500 students and 1,300 employees, maintaining 2,500 computers, 300 servers and handling nearly 1,400 service requests per month with a 50‑person IT team plus student workers. The university’s legacy, client‑based help desk (BMC Track‑It!) lacked a web interface, a service catalog and ITIL compliance, and the Texas A&M System was pushing for standardized, budget‑friendly ITSM tools.

TAMIU chose Agiloft’s ITIL Service Desk Suite for its out‑of‑the‑box ITIL framework, web and mobile access, built service catalog (now 167 items), and integrations with Bomgar and Active Directory. Implementation was rapid and collaborative, hosted on TAMIU servers, and delivered automated round‑robin assignments, recurring requests and stronger reporting—resulting in reduced ticket response times, easier tracking of services and stable operation after 18 months with plans to expand web self‑service and change management.

Texas A&M International University

Albert Chavez

Director of Computing & Information Services