Action Item 8:5 ITS should establish subject matter experts in areas of high impact and value to resolve problems and to assess the need for new technologies along with the level of support for such technologies. ITS has historically focused support on basic services. The University would greatly benefit from technology and application area experts who could be utilized not only for in-depth problem solving, but also for exploring new or enhanced technologies in conjunction with colleges/departments. Action Item 8:6 To better utilize the diverse and varied support resources already in place, a well-articulated model should be created and disseminated, defining the roles that consumers of technology, college/department based IT support providers, and central IT play in seamlessly and holistically supporting the University ecosystem. In order to address the broad needs for IT support at UK, there must exist a framework of responsibilities for leveraging support that includes various providers (e.g., college/department IT support, central IT, customers). A well-functioning model is one in which the responsibilities, roles, and support channels are well defined, clearly understood, and integrated into day-to-day operations. ITS should take the lead in developing and implementing programs and structures that support a collaborative model for the University. 33 | EmpoweringTransformation RECOMMENDATION 8: SUPPORT AND ENABLEMENT The University should grow and sustain a robust, multi-tiered support environment that meets both the diverse knowledge base of customers and specific needs of the University community so that stakeholders can appropriately utilize IT resources. 37 | EmpoweringTransformation Hometown: Nashville,Tennessee Major: Information CommunicationTechnology University Affiliations: “Technology makes life easier. The Hub helped me install software onmycomputerandthathashelpedmeoutwithcoursework.” Will Nwaokolo Phi Gamma Delta; Information CommunicationTechnology Student Association