Who Needs a Help Desk, Anyway?

When the speaker was hired as Vermont Law School's CTO in September 2011, shortly after Tropical Storm Irene in which the school's data center suffered a catastrophic heat event, he announced three immediate changes to the IT department: (1) the name of the department would no longer be Information Technology but simply Technology, (2) the help desk would be eliminated, and (3) the department would be reorganized into two teams, Technology Operations and Technology Competency. In this session, he will discuss the rationale behind these changes, briefly review progress to date, and share key lessons learned. Audience interaction is encouraged.