The results indicate that, in general, the users of the Help Desk system in the CUSUR were satisfied with the service received, despite the fact that most of them did not know the implementation, and an improvement in the dynamics of the center's technological support was observed. In order to know its scope, development, relevance and acceptance in the years that the active service was, in 2016 a mixed-case investigation was carried out through the technique of questionnaire type survey applied to 68 users the qualitative part consisted in the analysis of the open question of the questionnaire, and the recovery of the experience of the person who was in charge of the project, who is, in turn, one of the authors of this work. At the Centro Universitario del Sur of the Universidad de Guadalajara, this tool was implemented during 8 years –from 2008 to 2015– and in the process was modified to fit the characteristics of the institution. Having this tool allows possible to make daily decisions that influence the way in which technological incidents are resolved and thus prevent the processes of the different areas from being affected for an extended period of time. By visualizing all of the possible actions taken between a system and an external actor, use case diagrams are helpful for system planning and communication. The Help Desk software or Help Desk system provides a point of support and contact between the IT provider and the end users. Use case diagrams are a type of UML diagram that summarize the details of a system’s function by depicting outside users’ interactions with it.
