Support Services and EDUCAUSE_MARC08

UMB and MCCC will present their end-user training plans from blueprinting to maintenance and support. Learn about two different efforts to develop online resources and delivery tools that have led to reduced maintenance and effort for the training teams, lower cost, and more effective end-user support.

When technology support comes from a number of different departments on campus, how does a user know where to find answers? This predicament brought together various departments to find a solution for frustrated users: a centralized online help desk. Locating the appropriate software and implementing it became a joint effort.

In today's world, technology resources can be overwhelming to the end user. Penn State Hazleton has created training programs and resources that allow users to grow and create their own technology-enhanced environment.

We frequently expect that users will flock to our services with little effort on our part. Sometimes that works. When it doesn't, this presentation may help. It will describe how UNC-Chapel Hill rolled out a new computer-based training service with a dramatic increase in the number and variety of users.

Students expect anytime, anywhere access to IT resources from multiple locations ranging from home to the classroom to the airport. Temple provides around-the-clock support through its service desk and its learning spaces such as the TECH Center. This model is highly adaptable and scalable to both small and large levels. Introductory Level