Success story: business it consultancy in March 2011, SEREM, business it consulting implemented a management tool of tickets at the center of attention to the user (CAU) of the CTU of the UNED, transforming a surround system closed, with multiple tools, difficult coordination and sparse collection of data, high costs and complicated tracking, in a total of simple management systemflexible, unified, transparent and accessible. Achieve this goal provided a general improvement of the service provided by the CAU, as well as the overall functioning of UNED and associated powers, says Francisco Contreras, director gerente de SEREM. Background SEREM meets a situation of management of tickets for the solution of incidents without the possibility of offering an overview of the performance of the Department, nor of the solution of incidents, resulting in a lack of knowledge of the effectiveness of the system and their possible improvements in the UNED CAU. To manage all tickets that arrive at the CAU from teaching staff and research (PDI), the Administration and services staff (PAS) and students, are used different applications and methodologies that make it unviable a performance evaluation of the CAU and the degree of satisfaction of users. Objective unify management tools of ticket fixing a single management methodology of tickets enabling the monitoring of the life cycle of each ticket allow the extraction of conclusions determine the most appropriate allocation of resources analysis SEREM, business consultancy in IT, conducted a thorough study on the flow of information that suffered from all ticket reported to the CAU, by any route (phone(, e-mail, verbal) up to such ticket was finally resolved. SEREM designed a map of processes optimized based on the procedures of ITIL (www.itil-officialsite.com) methodology. Implantation SEREM, business consultancy in IT, has the support of Mercanza for the installation of the management tool selected Netsupport Service Desk tickets (distributed in Spain by Totemguard) to achieve the objectives of the project.