IT Support: Collaboration for Service Excellence and Effectiveness

On Demand
Session Type: Breakout Session
Delivery Format: On-Demand
IT support at many institutions has been highly distributed. Due to efforts to find efficiencies and provide more consistent and predictable support, the IT support community is challenged to find ways to collaborate to find more efficient ways of operating while increasing or at least sustaining customer service excellence.

Outcomes: Gain additional perspectives from the panelists as well as other participants on the challenges around consolidating IT support operations * Learn strategies for how a collaborative approach can be used to achieve goals * Define KPIs that can be used to drive evidence-based decisions


  • Karen Juday

    Director, IT Client Support, University of California, Los Angeles (UCLA)
  • Lisa Kemp Jones

    IT Customer Experience Leader, EDUCAUSE Alumni