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Decentralizing Support Services: It's All About Relationships

Session Details

Monday, June 19, 2006
2:15 p.m. - 3:00 p.m.
Peachtree (Lobby Level)

Session Type: Track 2

Speaker(s)

  • Michael Bachman, Director of Information Technology, Office of Technology Services, Towson University
  • Session convener: Leonard McAbee, Manager, Enterprise EMail, Servers & Storage, University of South Carolina

Abstract

Towson University reorganized its desktop/client support from a highly centralized approach to a decentralized model: three precincts, two virtual support teams, and a strong liaison program with our eight colleges. Overall client satisfaction jumped from "dismal" to a rating of 3.8 (out of 4.0). Learn how we did it.

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