Abstract
The dream of a university computer support department is to have support technicians centrally located and managed, receiving standardized training and competency review, providing support using standardized procedures on standardized computers with standardized configurations. The dream of every other university department is to have their own computer support technician located in their department, providing support based on the response priorities and hardware standards set by the department head or college dean. The reality is you can!t have it both ways. Or can you? This paper describes the current support model being implemented at Weber State University (WSU). The combination of centralized and decentralized computer support is a model which evolved from no formalized support, to centralized support, and now to the hybrid.
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