- Placement of client-facing services
- Model for getting help and advice
- escalation model
- Manage expectations
- client communication; communication committee
- IT staff education
- Knowledge repository
- Central-distributed IT support coordination; IT Network
- service level policies
- new product and system implementation -- formalize process
for support
- Assessment
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- More proactive, less reactive
- Client education
- Client proficiency standards -- students and employees
- Student computer requirement
- Information and documentation
- standards (fewer!)
- easier-to-use infrastructure
- group collaboration
- Quick-swap computers
- software currency (licenses, patches, security, central
management)
- staffing levels (check peer institutions)
- fewer clients
- fees
- R&D
- new student center
- IT support organizational & budget structure
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