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Desktop Support: Expectations from the Academy
Disclaimer & Opening Questions• What are the responsibilities of the central IT
dept. for desktop support in a largely decentralized environment?
• Is desktop support really just about hardware/ software or the entire end-user experience w/technology?
• What are the funding and personnel models that scale?
• Is it about the technology or the relationships?
Historical Support Model…A Story(something to which you can relate… )
Three areas: Academic—cheaper, windows of response
time longer, satisfaction less Administrative—more expensive, time-is-of-
an essence approach Students (aka bugbusters) assist on an first-
come basis or by appt. – reactive service.
Outcomes
+ Patching, app installation, monitoring, asset inventories, and security audits automated
- Focused on the business aspects and not the customer. Very democratic…very unpopular.
- Led to many depts developing desktop support locally = massive inefficiencies, depts. grew a business/reason for being
- $84 per month… 70 clients per technician
Serendipitous Events that Forced Change
• Campus-wide IT plan, Levine on board, retirements & reshuffling of organizational deck = significant cultural change
• Program Review (aka: Shel) = outside voice of reason
• Dell Contract = glimmer of hope
• Mountains of feedback = support must change• “Concept of Transition Team” 30 days
Emerging Processes, Priorities & Tools
• Enabling frontline to solve desktop support questions
• Time is of the essence. Developed a mobile app to check wait times at the two walk-in centers
• Roadmap new technologies, never being slow to adopt
• No longer underestimating selling the concept of value
• Develop relationship management.
• Create automated communication conduits, feedback immediate
Ideal State
• Standardized hardware for staff, options for faculty…quick fulfillment w/options for software…provisioning a snap…good storage…security etc.
• Geographically positioned, multiple technicians that know area and build relationships
• Communicate and govern to set reasonable expectations
Revisiting the Questions
• What are the responsibilities of the central IT dept. that can be clearly articulated for desktop support in a largely decentralized environment?
• Is desktop support really just about hardware/ software or the entire end-user experience w/technology? What are the funding and personnel models that scale?
• Is it about the technology or the relationships?
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