Organizing Decentralized Helpdesks

Abstract

In a decentralized support environment much of user support looks much like an improvised jam session of technology masters. Is it possible to organize decentralized support services to provide some standards for best practices, share resources for staff training to improve, provide vetted feedback to centralized technology services and improve the user support to the campus community? We're creating a community of practice of technology helpdesk managers with the hope to achieve some of these goals.