You want us to support WHAT?!? negotiation, delivery and cultivation

Abstract

In 2009, the Campus Information Technologies and Educational Services (CITES) Help Desk at the University of Illinois at Urbana-Champaign began taking a more active role in supporting many of the services provided by CITES. The introduction of new services is inevitable. Providing excellent support requires collaboration from the early planning stages through implementation and beyond.The Help Desk experienced varied results during the integration of new services. Join us as we explore the importance of communication and collaboration between service managers and the Help Desk. We will discuss our successes and failures, past and present.Our approach contains requirements that must be satisfied before the Help Desk takes on support responsibilities. We are the face of the organization. We must be an advocate for our customers.We have a vision of how this organic process should work. Gaining trust and cooperation will be the foundation of a worldclass institution.