Organizing IT for Service Delivery

Organizationally, the delivery of help desk services, computer support, and audiovisual support has remained relatively unchanged on campus. In 2016, we engaged in an effort that totally revamped how these services are delivered to the campus, with the goal of reaching one-touch resolution for all service requests.

Outcomes: Apply the unified support model in your environment * Understand the benefits of unified support * Develop metrics to measure the success of unified support