paper -
69 There is No Such Thing as Free Support!
Dianne
Brotherson, Iowa State University
Every campus department needs computer support, from
ordering and setting up new computers to installing software and answering
software questions. Not to mention
training classes, local area network support, access to centrally supported
systems (such as e-mail, calendaring, network services, and administrative
systems), and a variety of other computer-related issues.
Who supports these departments? Large departments may be able to hire or
contract a full-time support person, but what about smaller departments? What
about continuity of services when a support staff member leaves for another
job? Also, a single support person has
expertise in particular areas but cannot be well versed in all campus-wide
issues.
The Iowa State University Administrative Data
Processing (ADP) Center provides support to both large and small departments on
campus through a charge-back system.
The charges are based on the number of computers and printers within a
department, so a small department pays much less than a large department, but
receives the same level of support and services.
The staff at the ADP Center numbers around 100 and includes
groups of specialists who provide various types of services including support
for: PCs, networks, central-server applications, Help Center, equipment
acquisition, hardware and software installation and training. The ADP Center's goal is to provide quality
service for it's supported clients.
This paper is intended for directors, help center/desk
professionals, managers, and system administrators. The paper lists the details of the current support plan and
describes the cost to departments.
Services provided to the supported departments will be listed and
discussed in-depth. Future goals of the ADP Center will also be discussed.
It is true that there is no such thing as free support, however, by paying a little you can get a lot!