Most organizations have some form of Subject Matter Expert (SME) list
for software support. =20
I have a few questions on how your organization handles the higher
levels of software support.
1. Does your SME list extend to faculty, staff, students
(tutors),and outside vendors on particular software products beyond a
IT helpdesk request?
IT does work with faculty, instructors, lab Managers, staff and students
plus outside vendors for software support.
If it is determined that IT would like have this expertise in-house then
someone in IT is sent to training.
2. How and when do you transfer a higher level of software support
outside of your immediate area of control?
When it is determined that the faculty, student or staff requires
3. If your SME list extends to others, how are you tracking the
issue for updates to the original requestor?
All support, responses and client feedback is kept without our Altiris
Help Desk solution. I receive monthly reports. Since I measure IT
performance by client perception of our services, IT probably captures a
little more client feedback than is usual.
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