The California State University

Centralized support for Service Desk and Desktop across UCSF Campus and Medical Center – A Case Study

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    In June 2010, UCSF’s Chancellor charged the Schools and Campus to move forward with “Operational Excellence,” a program with a mandate to achieve effective, efficient and consistent levels of administrative services that are reliably available to all departments. This presentation will cover the history of the Operational Excellence initiative at UC San Francisco and one of its five major components, the consolidation of IT support across the campus, medical center and professional schools. We will review the impact to the IT Service Desk, discuss the current state and follow with the implementation of the consolidation of Desktop Support. We will cover issues and challenges faced throughout consolidation, as well as lessons learned. We will present our joint vision for the future and how we are integrating our two services (e.g., through staff rotations, joint management) to improve effectiveness.


    Contact Information:
    Julie Cox,
    Director, Service Desk
    UCSF Medical Center


    Sian Shumway,
    Director, Customer and IT Field Services