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Darren W. Overfelt
UITS
overfelt@iu.edu
317-278-1744

Christine Y. Fitzpatrick
UITS
cfitzpat@iupui.edu
317-278-1818

Last modified: Monday, February 25, 2002

UITS' Falcon gets its wings with Peregrine software

With the recent purchase of ServiceCenter from Peregrine Systems Inc., a team of developers from Indiana University's University Information Technology Services (UITS) is creating a technology support management system that will support all IU campuses as well as the university's Global Research Network Operations Center. The new interactive environment for technology support, called Falcon, will be unlike any other in use.

Falcon will take flight in July 2002. More information about the project is available at http://falconnews.iu.edu.

"The concept of a single, enterprise-wide incident tracking system, used by all of the university's information technology organizations, has long been a goal for technology support at IU," said Elizabeth A. Cassidy, senior director of teaching and learning information technologies for UITS. "Our vision is the development of a multi-tiered system that includes tools and utilities for providing technical and administrative support for the university community."

UITS is responsible for implementing the university's information technology initiatives, including not only computers but also networks, electronic databases, data storage systems and the transmission of data via various media. Falcon will operate as a primary tool to manage technology support throughout IU.

Technology support staff at IU receives over half a million customer contacts per year, said Darren Overfelt, manager of the Falcon project. The university has no single method or service to manage technology support and leverage distributed information and expertise. Falcon will provide this much-needed enterprise service.

From its home base at Indiana University Purdue University Indianapolis, Falcon will provide enterprise management for all areas of technology support, including help desk inquiries, service requests, network management, change management, telecommunications services, account management and requests for instructional technology resources.

All of these services exist across the university, but a coordinated support system does not, Cassidy said. This system will allow cross-campus support for technology. All front-line staff fielding questions and requests from faculty, students and staff will use this system. Falcon will allow for an easier escalation of incidents to subject matter experts for assistance and problem resolution.

About Indiana University

Indiana University is one of the oldest state universities in the Midwest and also one of the largest universities in the United States, with more than 110,000 students, faculty and staff on eight campuses. IU has a growing national and international reputation in the areas of information technology and advanced networking. IU was named by Time magazine as 2001 College of the Year among research institutions and recently acquired the nation's largest university-owned supercomputer. IU's home on the Web is http://www.indiana.edu.

About Peregrine Systems Inc.

Founded in 1981, Peregrine provides solutions that enable companies to manage infrastructure, as well as to extend next-generation e-business capabilities inside the enterprise and across the firewall. Business Week recently named Peregrine as one of the 100 best performing IT companies. Headquartered in San Diego, Peregrine currently has some 4,000 employees located in more than 100 offices worldwide, and its customers include 92 percent of the Fortune 500 companies. For more information, visit Peregrine's Web site at http://www.peregrine.com.