Remedy software is commercial-off-the-shelf (COTS) software that tracks help desk problem calls and change requests from local, state, and federal criminal justice agencies, as well as the commercial fingerprinting companies. Although Remedy is a COTS software package, ITCD made programming changes that allows the software to meet the business needs of the Department. The purpose of the Remedy software is to provide the tools that will enable the ITCD staff to meet or exceed the needs of its customers. The software allows the Service Desk to increase productivity, decrease response time to the users, provide the ability to more effectively search for information and to use the best documented practices for a better resolution rate. The software also allows other ITCD staff members and programmers to track the problem calls and change requests that have been assigned to them. This enables better management and measurability of customer service initiatives.