Desktop Support: How to Reduce Cost While Maintaining Client Satisfaction

Boston University reduced the cost of desktop support in order to enable increased focus of resources on teaching and research. BU reorganized many support teams into one and implemented new tools and processes to increase efficiency. We will detail the strategic choices that facilitated a positive outcome for BU's clients.

OUTCOMES: Describe and determine different effective methods for communicating with clients based on the contents of the information to be relayed * Explain how a clustering model can enable better utilization of resources * Identify new processes and tools that could be adopted to increase desktop support efficiency