A Path to 24/7: Expanding Service Availability and Improving Outcomes

Tuesday, March 27 | 4:30PM–5:15PM ET | Room 550
Session Type: Breakout Session
This presentation will tell the story of MIT's path to a 24/7 partnered service desk and support model, highlighting opportunities and challenges along the way and its approach of working with a premier partner to collectively achieve shared outcomes. In addition, key takeaways and lessons learned will be discussed, and how they can be applied to other institutions that are considering or actively moving to a 24/7 partnered support model.
Outcomes: Expand service availability * Better support global learning community * Provide a consistent, high-quality customer experience


  • Eric Marquis

    Solutions Partner, Higher Education, EdgeRock Technology Partners, a CDI Company
  • Matt Wollman

    Sr. IT Service Management Analyst, Northeastern University

Resources & Downloads

  • A Path To 24 by 7

    1 MB, pptx - Updated on 1/27/2024