All of your operations begin or culminate with customer service. The point of contact, and interaction between you and your clients or customers is where the magic happens and it is one of the most important aspects of every business.
With this in mind, you should create a single point of contact for all IT services and in due time potentially expand it to include all services your university or business provides. Enable and empower your clients (both internal and external) to always have one place to contact with all of their needs. While this decision requires investments, policies and training on the back end it will undoubtedly provide value to those you provide services to. Keep the needs of your clients in mind at all times.