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

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.