Re: Centralized vs. Decentralized IT

["Stublefield, Matthew" <MStublefield () MISSOURISTATE EDU>]

At Missouri State University, we have a mixed model of Centralized and
Decentralized/Distributed. Centralized User Support maintains the Help
Desk Call Center (for faculty/staff), Open-Access Computer Labs (both
the computer labs and phone numbers for students to call), large volume
purchases, and all staff machines on campus. 

Distributed User Support Specialists are hired by the colleges and
report to their deans. The logic behind this was that the relatively
small staff of Centralized User Support Specialists were simply unable
to become experts in every piece of specialized software that the
colleges use, and therefore it was more reasonable for the colleges to
have a local specialist who can learn their specialized software. 

DUSSes weren't originally intended to be general computer techs, but
over the years they have taken over a lot of those duties (password
resets, setting up Microsoft Outlook, answering non-specialized
questions such as helping with Microsoft Word, etc.) simply because they
have a relationship with the faculty (and potentially staff in that
department, such as administrative assistants) and they're not going to
refuse to help someone. But, if a particular DUSS is busy with a
specialized project, we in Centralized can fill in for them and assist
their users as well.

We have a monthly Campus User Support meeting just to touch base and get
caught up on what's happening on campus, as well as an email
distribution list through which we can communicate and a shared wiki
space for our documentation. There is no single person over both CUSSes
and DUSSes, but we have a good working relationship and we help each
other out when needed.

This is the only model with which I am familiar, but it seems to be
working well for us. The key, it seems, is having a good head of
Centralized User Support. Our coordinator of CUS is the one who heads up
the monthly meetings, does the volume purchases, etc., and it's
important that that individual recognize the autonomy of the DUSSes and
that the work to establish a positive relationship with the DUSSes. We
had a new coordinator start just two years ago, and he's done remarkable
things to improve our relationship with the DUSSes, so things are
working much more smoothly now.

I have trouble seeing a pure centralized or pure distributed system
work, but a hybrid model seems just right.

---
Matthew Stublefield
Centralized User Support Specialist
Computer Services
Missouri State University

Phone: 417-836-4898
Email: MStublefield () MissouriState edu