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A specialist in the area of Vocational Education and Training (VET), the Holmesglen Institute of TAFE (Technical And Further Education) is the largest of its kind in Victoria, Australia. In 2002, the Institute opened a new campus, increasing its already large computer network by 30 percent. This resulted in an increase in the volume of requests sent to the help desk. At this stage, Holmesglen was relying on an older help desk system that involved paper-based issues lodgement, requiring help desk staff to re-enter this data. After evaluating all the options, Unicenter ServicePlus Service Desk from CA emerged as the clear winner.
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