The Power of Two: Providing Exceptional Information Technology Services Through Shared Responsibility

Oakland University, a midsized public university with approximately 18,000 students, successfully divides responsibility for IT service and support between centralized and divisional/college support groups. By using this collaborative approach, the university has been able to deliver high levels of customer service and technology at lower organizational budget and staff costs than are typically found at institutions of the same size with other models. This presentation will explore the successes, challenges, and surprises of collaboration in a distributed IT environment and will focus on the techniques and tactics that have produced the greatest benefits in this model.