Thursday, October 01, 2015

Building upon the charter, the End User Support project team has developed three more detailed sub-project plans, posted at

Here are some key points regarding the plans:

  • Desktop support, device management, and help desk will be centralized services. Specialized consulting will not.
    • We currently use a “hybrid” model, with some user support provided centrally and some managed by local colleges/units. We are moving to a more centralized model for the desktop support, device management, and help desk services.
    • Note: this means centralizing from a service perspective, not physically moving IT support professionals to a single location. Most will stay where they are.
  • The College of Liberal Arts and Sciences will be the first college to implement the model.
    • CLAS has complexity and scope, strong leadership that has been involved in OneIT since its inception, expertise in several aspects of end user support, and has already made some of the transition.
    • As we work through the transition with CLAS, we can start to look at other units and how to best address unique needs in those areas.
    • We understand that each unit has special and unique technology needs and prides themselves in the quality of their IT services. We will approach change unit-by-unit, and will improve the services iteratively, to ensure that local expectations are met.
    • Implementation schedules for other colleges/units will be determined in the next few months, in consultation with local administrative and IT leaders.
    • Some individual job assignments may change, but will not result in layoffs.
  • Benefits of this model include: improved backup coverage (e.g. during vacations) ability to handle peak work periods (e.g. refreshes or seasonal surges), and standardization to increase consistency of service.
  • If you have comments on the plans, contact the project team through the OneIT website, or reach out to Steve Fleagle or the Program Office.

We understand that initiating this transition may raise questions about what it will mean for individual units and staff members. We will continue to do this broad communication about the project status, and more specific conversations will occur at the appropriate time and place as we coordinate with individual units and staff to implement the changes. Rest assured that we will work together to ensure that the transition goes as smoothly as possible for everyone involved.

End User Support