Guest Column: Chris Fruehwirth

Chris Fruehwirth
Monday, 31 March 2025IT Service Desk Changes
Dear Colleagues,
As part of Notre Dame's strategic plan to improve IT service efficiency and reduce duplication, first-level IT support for the Mendoza College of Business will transition to OIT's Service Desk beginning in June 2025.
Initiated in the fall, this partnership has already achieved significant milestones. The collaboration will enhance college-wide IT support by providing a consistent campus service maintaining prompt response times and allowing Mendoza IT to continue its specialized support for teaching, learning, research and administrative functions.
Starting in June, faculty and staff will be directed to the OIT's Service Desk for initial contact support for IT assistance. Many faculty and staff have already used the OIT Service Desk for various IT questions and support and this transition builds on that familiarity.
OIT offers assistance in multiple ways, including phone, email, live chat and a self-service portal. More information on how to contact the Service Desk will be shared in future communications. If an IT support request requires Mendoza IT expertise, it will be dispatched directly into our work queue for prompt handling by our team. With a larger support team and structured service tracking in Notre Dame’s ServiceNow platform, faculty and staff can expect similar timely responses and follow-up on IT requests.
This transition aligns with broader university efforts to centralize resources where appropriate, ensuring the most efficient use of staff and technology. By shifting first-level support to OIT, Mendoza IT will be able to focus on the College's unique needs, including classroom technology, faculty research and strategic IT projects that directly support Mendoza's goals. In summary, Mendoza IT will continue to provide support for all issues that fall outside the scope of the Service Desk.
We understand that changes in support services can raise questions and we are committed to making this a smooth transition. In the coming months, we will provide additional details, resources and opportunities to learn more about what this change means for you. Your feedback is important, and we encourage you to reach out with any questions or concerns.
Thank you for your continued support and partnership as we align IT services with the College's and University's long-term goals.
In Notre Dame,
Chris Fruehwirth
Mendoza IT Director