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Finding a balance: centralized IT support for decentralized units and the liaison program at Tulane University

Finding a balance: centralized IT support for decentralized units and the liaison program at Tulane University. Adam Krob Tulane University akrob@tulane.edu. The cycle of centralization…. Tulane University …. Birth of the liaison program…. Growth and maturation of the program….

december
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Finding a balance: centralized IT support for decentralized units and the liaison program at Tulane University

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  1. Finding a balance: centralized IT support for decentralized units and the liaison program at Tulane University Adam Krob Tulane University akrob@tulane.edu

  2. The cycle of centralization…

  3. Tulane University …

  4. Birth of the liaison program…

  5. Growth and maturation of the program…

  6. The keys to success…

  7. Liaisons and Katrina…

  8. Since then…

  9. The pendulum effect: native support vs. economies of scale

  10. Tulane University: Carnegie RU/VH: Research Universities (very high research activity) Founded in 1834 10 schools and colleges 10,606 students 3,326 faculty and staff

  11. Birth of the liaison program: Partnership in 2003 between Student Affairs and Technology Services Associate Director for Technology Services hired in Student Affairs Founded on the principle of centrally managed “native” support Leveraged existing resources in Technology Services

  12. Growth and maturation: From 1 liaison to 8 in 30 months Expansion of scope • Technical support • Classroom support • Server administration • Image capture and cataloging

  13. 2 liaisons in Student Affairs: tech support, Web support, application management 2 liaisons in School of Continuing Studies: tech support, server administration, classroom management 1 liaison in School of Social Work: tech support, classroom management, Web support

  14. 1 liaison in Center for Public Service: tech support, application development and management 1 liaison in Student Health Center: tech support, server administration, application support 1 liaison in Art and Art History: tech support, application support, imaging and cataloging

  15. Keys to success (1 of 4): relationships Active engagement Stakeholder spread

  16. Keys to success (2 of 4): management plan Team and one-on-one meetings Consolidated training

  17. Keys to success (3 of 4): process integration Problem management system Coordinated escalation

  18. Keys to success (4 of 4): focus Foundational issues first 80% of first year’s goals

  19. Katrina: the liaisons benefit central IT

  20. Since then: leapfrogging, training, and retention

  21. Questions and comments Adam Krob, Tulane University, akrob@tulane.edu

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