Adapting Your Service Model in a Hybrid Environment - 2020 Michigan IT Symposium

Ross IT had to change the delivery of IT operational support. The development of the hybrid classroom and the new realities meant that operational IT support had to rethink its support and delivery. Very quickly, we had to evolve our approach into one that was about the management of the classroom experience and our customer's new expectations because of the realities of today.

Our support model now changed to an environment model that focused on the whole classroom experience. Devices and hardware continue to play a part in it; however, the support model now focused on the support of the classroom experience. It was less about supporting the classroom's hardware and devices, but supporting the integrated teaching experience for both faculty and students and gaining a different perspective about what an outage meant.

Guiding principles needed to be re-examined and aligned with the hybrid classroom reality, focused on simplicity, standardization, and consistency. Processes changed as adaptability, responsiveness, and looking around the corner were critical focal points within our service model. Technician training went from a focus on hardware and devices to scenario-based and the achievement of technical/customer support integration. Technicians trained to provide support based on the scenario and not equipment or device-related.

The current hybrid classrooms at Ross now have an expanded integrated experience for faculty and students that require a support model that can manage, support, and sustain the Ross mission. Our approach brings to the university community, some new thoughts, ideas, and strategies for providing IT support in the hybrid classroom of today.