Frontline support at Princeton University: a centralized and decentralized approach

Frontline support and maintenance for desktop hardware and software systems at Princeton University has been uniquely structured, allowing the benefits of centralization and the freedom of decentralization. The decentralized SCAD/DCS (Support for Computing in Academic Departments/Department Computing Support) program is set up so that each department has their own support personnel with specialized access to all of the information from the centralized Office of Information Technology. The SCAD participates in monthly meetings with others in the program, along with representatives from the central Office of Information Technology. They are offered specialized training and certification programs determined by the needs of the departments and the direction of technology of the University. Departments are able to remain autonomous while garnering the benefits of a campus wide central administration. The centralized 24x7 Support and Operations Center provides telephone, instant message and...

• Type: Conference
• Year: 2009
• Where: SIGUCCS
• Authors: Maureen A. Novozinsky, Evelyne S. Roach, Leila M. Shahbender
• Keywords: Centralized 24x7 Support, Departments/Department Computing Support, Frontline Support, SIGUCCS 2009