What is Falcon?

Note: A project is underway to replace Falcon with a service desk system from Numara Software called Footprints, scheduled to be in full production in early summer 2009. For more information, see the Service desk implementation project page.

Falcon is a university-wide system for managing technology support. It provides a centralized system to track and expedite all technology support issues within Indiana University. By providing automated processes and utilities to technology support professionals, Falcon increases communication among support areas, provides new methods of requesting assistance for university clients, and tracks and manages service requests, problems, and support questions for IU's technology services.

A few examples of these services include data networks, voice networks, video networks, Student Technology Centers (STCs), network operations centers, and machine rooms. Support for IU faculty, staff, and students can be managed and monitored from this single system.

ServiceCenter was purchased from Peregrine Systems, Inc. in July 2001. From this system, a development team of support specialists and application developers from the UITS Support Center in Indianapolis and Bloomington built the Falcon system, which entered production on July 1, 2002.

Also see:

• For Falcon at IU, how can I report a problem or ask a question?