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RESTRUCTURING COMPUTING ACROSS PENN

Link Help Desks Across Campus Pilot Project

Penn's computing restructuring project recommends that local support units be the standard approach for providing primary computing support across campus. Multiple secondary units provide services to supplement primary support.

According to the restructuring project's benchmarking studies of industry information (e.g., Gartner) and best practice (e.g., Rice University), institutions which similarly decentralize primary support have best results when a common problem tracking and resolution environment is shared across the distributed support centers. Apriori from Answer Systems, a market leading problem resolution system, was selected as the problem tracking environment.

This is a cross-campus project which will develop a core system for sharing problem management tools and solution information among decentralized and distributed service provider organizations. It is a partnership led by ISC and SAS, with other school and central support providers as potential participants.

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