Partnership in Supporting Computer Technology

Abstract

Emory University has grappled for years with supporting the desktop and local environments in departments. As a private institution with nine autonomous schools, creating a standard desktop environment and replicating it over campus was impossible. Where computing was important, departments had hired their own computing support or were complaining loudly about the Information Technology Division's (ITD) inability to provide quality service. In January 1995 ITD created the Indirect Support Team and charged it with putting processes and procedures in place to help local support be successful. The difference in Emory's approach is that the team members are not technologists creating or promoting technology. The work of the team has been creating partnerships among all computing support people including ITD staff and local support staff.