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Help Choose Next LITS Help Desk Software

LITS is in the process of choosing new software that will help us support you even better (what? why?) and we want your input! 

We’ll be hosting vendor presentations for our three finalists on February 28th, March 1st, and March 3rd from 9am to noon. Check out the schedule of topics that they’ve been invited to cover below and register by 2/23

How to Participate in the Virtual Demos


Register by 2/23 to receive the meeting link for each day. Please include any accommodation needs in your form response (the earlier we know about those the better). You’ll register once for all three presentation days, but of course just attend the bits that interest you most. 

Share your feedback

Registrants will receive a feedback form. Please fill it out as soon as possible after each vendor demonstration while the experience is still fresh in your mind. Your input will shape the final decision, which will be made by mid March.  

Will there be recordings?

We hope to be able to offer recordings to those who can’t make it live, but they'll be available at each vendor's discretion. Registered users will be notified about any recordings. 

Schedule of topics:

Each of the three finalists will follow the schedule below when they present on 2/28, 3/1, or 3/3.

9-9:50 am: End user experience 

  • Intended audience: All MHC community members
  • This will cover what it’s like for MHC community members like you to create and correspond on a support ticket, use the self-service portal, find and read knowledge articles, browse the service catalog and request a service, schedule an appointment with LITS staff, and manage any approval requests assigned to you.

10-10:50 am: Agent experience 

  • Intended audience: LITS Staff
  • This will cover what it’s like for LITS staff who work directly in the tool to create and manage tickets and requests; coordinate user appointments; manage and resolve problems that multiple users are experiencing at the same time; and create, maintain, and share knowledge articles.

11-11:50 am: Asset management

  • Intended audience: LITS Staff
  • This will cover how the tool supports lifecycle management for College-owned hardware and software (ex. computers, Adobe CC) from purchase through disposal, including the ability to group assets (ex. computer labs), determine usage statistics (are we paying for more software licenses than are being used?), and create budget projections (how many computers need to be replaced this year per division?).

Afternoon: Administration & Configuration

  • Intended audience: LITS Staff only
  • There will also be another session each afternoon that will cover tool administration and configuration, including integrations and vendor connections, reporting capabilities, and options for configuring the service catalog and building service requests and automations.

Project Context