An Architecture for Evolving IT Customer Service

As a sequel to the ECAR research bulletin "Customer-Centered IT Support: Foundations, Principles, and Systems" by the same authors, this bulletin describes the philosophy behind Indiana University's integrated support strategy, which is based on the principle of using technology to serve the customer and the information technology business. The bulletin details how University Information Technology Services combined existing support resources with new ones to arrive at an exponentially larger and better system that serves not only the customer but also the IT organization. Underlying all is the critical role of data in helping the organization effect a positive evolution in IT support.