Centralized and Decentralized Aspects of Support Environments: A Comparison of Two Universities

Wednesday, March 25 | 9:30AM–10:15AM | Seville West/First Floor
Session Type: Professional Development
Illinois State University and the University of Memphis use centralized help desks and decentralized support units as part of their technical support infrastructures. The presenters, who represent the centralized help desk at Illinois State University and a decentralized support unit at the University of Memphis, will compare and contrast their support organizations, identify strengths and weaknesses of the decentralized support model from their perspectives, and note lessons learned from their experiences.

Presenters

  • Robert Jackson

    Chief Information Officer, The University of Memphis
  • Justin Smith

    Applications Manager, Illinois State University

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