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 Contents

• Introduction

• The Crisis Triad and How We Got Here
  • Central organizations are overwhelmed by demand
  • Support quality deteriorates
  • Central IT organizations are the scapegoat

• Elements of an Ideal Technology Support Environment
  • A "whole-product" focus
  • A strategic economic model
  • A support mechanism focused on customer needs
  • A reliable baseline information infrastructure

• We Can Get There From Here

• Seeing Our Future in an Evolutionary Context

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