University at Buffalo - The State University of New York
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UB 2020

University at Buffalo's strategic plan

Archives: IT Transformation Completed Projects

IT Shared Service Desk


Shared IT Service Desk Request for Proposal (RFP)

Develop a scaleable, service desk and customer support model that seamlessly integrates IT resources from across the campus. The associated services should create the perception of a unified service delivery - regardless of the quantity of IT professionals called upon to resolve the customer’s issue, the location of those resources (i.e. – north campus, south campus, hospital, etc) or the organizational management of those involved. The service desk should serve as a single point of initial contact for customers of all types, and be supported by appropriate knowledge management and customer relationship tools. The customer support model should be consistent with the ITSTC recommendations, guiding principles, and the outcomes specified by the IT Bill of Rights.


  • Nancy Smyth*
  • Daniel Arrasjid*
  • Lynn Collis
  • Mark Ferguson
  • Gunther Kohn
  • Joe Mantione
  • Peter Rittner
  • Karen Senglaup
  • Matt Stock
  • Linda Tallau

* Team Leaders