Customers need to know the ITS structure, areas of responsibility, roles, services offered so that they know which area of ITS to contact for each type of problem. This information could be communicated on a web page or in the faculty staff handbook. Link to detailed comments on ITS structure. V Collaboration ITS should better coordinate its services with local support staff and other organizations such as Tenet. ITS should be closely coordinated with both local support staff and Tenet.
Fragmented service affects customer frustration levels and productivity.
Customers should be able to collaborate with ITS experts. ITS should create a listserv for each software package as a means for accessing expertise. ITS should collaborate with faculty and department chairs on lab designs. Link to detailed comments on collaboration. VI Support Center Technicians Support Center technicians need to be well-trained and known to the customers.