Case Study: University of Memphis achieves streamlined campus support and data-driven service management with TOPdesk

Bringing Excellent Support to Staff and Students Across Campus With a Shared Services Tool

The University of Memphis, serving more than 20,000 students with just 115 central IT and technology support staff, struggled with multiple disconnected systems for ticket tracking, case review, user support and data collection. Those fragmented tools drove up costs, created complex workflows, made critical issues harder to prioritize, and left the service desk without reliable, correlated reporting — a problem the university addressed by selecting TOPdesk.

TOPdesk delivered a single, ITIL‑aligned service management platform (incident, change, project and asset management, plus campus‑wide ticketing and self‑service) that replaced the patchwork of tools. By rolling TOPdesk out beyond IT to areas like HR and Enrollment Services, the university gained usable data and reporting, reduced downtime and manual processes, increased user self‑service and implemented a shared‑services approach; TOPdesk also enabled tracking of calls, touches per incident and resolution without help‑desk intervention.

University of Memphis

Sue Hull-Toye

Assistant CIO