A B LENDED O RGANIZATION ? The UNM Health Sciences Library and Informatics Center (HSLIC) provides for the Health Sciences Center: Library services reference resource access & delivery distance services & outreach education special collections & archives translational science services Information Technology services user support web team & programming network & servers security HSLIC is theoretically a blended organization, but the library and IT “sides” of HSLIC tend to remain separate. An additional dividing line: the physical layout of the building included two service desks: IT Help Desk Library Information Desk B LENDING BY REORGANIZATION Effective July 1, 2011, four staff from the Reference & User Support Services (RUSS) unit plus three staff from the IT User Support unit formed a new Service Point unit. The RUSS Coordinator (poster author) was named to head this new unit. T IER 1 VS. TIER 2 SERVICES HSLIC-wide discussions ensued to delineate which services were to be provided directly at the newly formed Service Point (tier 1) and which service requests were designated tier 2. The Service Point handles tier 1 services at the desk and makes referrals as appropriate for tier 2 services. Referrals may be handled by Service Point staff or by other units in an off-desk setting. C ROSS - TRAINING All service point staff designed and led training sessions on numerous aspects of library and IT services All Service Point staff were trained on the new help ticket system, Help.UNM (Cherwell). R EMODELING Service Point staff worked with the HSLIC Facilities Office to plan a remodel of the former Help Desk and adjoining offices to best provide for the services we provide and to bring all staff into adjacent office space. Work will be complete mid-October. R ESULTS THUS FAR / GROWING PAINS / CONCERNS All staff came up against learning curves of varying steepness as IT and Library staff encountered new responsibilities and knowledge needs Diffusion of knowledge will be an ongoing challenge We quickly set up processes for backing each other up The Service Point wiki grew with new processes and tips Staffing is thin; we may need to add additional student staff Creating a Combined Library and IT Service Desk for an Academic Health Sciences Campus D ICK C ARR, H EALTH S CIENCES L IBRARY AND I NFORMATICS C ENTER T HE U NIVERSITY OF N EW M EXICO, A LBUQUERQUE, NM IT & Library Service Desk Activity Levels, FY Traffic Gate count207,291 Hours open per week95 Library activities checkouts11,844 reference questions5,336 mediated searches302 classroom scheduling1,405 IT activities service tickets submitted online12,720 calls resolved without a ticket6,522 Tier 1 servicesTier 2 services Computer imagingComputer troubleshooting & repair Ready referenceReference consults; mediated lit searches Mobile device assistance with wireless & Troubleshoot account problems & device configuration Group study room reservations Classroom reservations Network account password restarts Network account creation CirculationReserves, Billing