Develop a scaleable, service desk and customer support model
that seamlessly integrates IT resources from across the campus. The
associated services should create the perception of a unified
service delivery - regardless of the quantity of IT professionals
called upon to resolve the customer’s issue, the location of
those resources (i.e. – north campus, south campus, hospital,
etc) or the organizational management of those involved. The
service desk should serve as a single point of initial contact for
customers of all types, and be supported by appropriate knowledge
management and customer relationship tools. The customer support
model should be consistent with the ITSTC recommendations, guiding
principles, and the outcomes specified by the IT Bill of
Rights.
