Leila M. Shahbender

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Frontline support and maintenance for desktop hardware and software systems at Princeton University has been uniquely structured, allowing the benefits of centralization and the freedom of decentralization. The decentralized SCAD/DCS (Support for Computing in Academic Departments/Department Computing Support) program is set up so that each department has(More)
“Help, I don’t know how to createa mergefile and I need to print leffers and envelopes,” says the caller. “OK, sit tighf! I’ll drop by and show you,” responds the consultant. How many of us now have fhe luxuy of responding to a user’s call by simply walking out of theInformation Center? Who will answer the other phonesfhaf are ringing? Who will handle the(More)
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