As technology grows, so does the dependency of it placed upon organizations. A majority of businesses today use several technological advancements to operate on a daily basis for the end user. “Most organizations today have developed an explicit strategy and support staff for managing end user computing.” (Martin, Brown, Dehayes, Hoffer, Perkins. 2005. pg. 452) If standardized systems become unavailable to employees, efficiencies suffer and production can be severely impacted. In many cases, if a system is unavailable, a knowledge worker may be unable to perform his or her job. Furthermore, customer service and the integrity of the company can suffer. . .
This article addresses: an organizational context in which you think a centralized support unit, such as an information center, would be an appropriate delivery mechanism for support services.