Stemming the tide

摘要

This paper shares the evolution of the laptop support organization at Tulane University, a school that does not have a laptop mandate. The absence of a mandate has forced us to be creative in managing the demands for laptop support. We will review the history of our laptop support structure and discuss the changes implemented in response to increasing security threats to laptops, beginning with the emergence of the Blaster worm.First, we will discuss the physical layout of our Laptop Station and how we have managed demand with this layout. Second, we will discuss the changing tools that we have employed as the demand and the complexities of the problems we face have increased. Finally, we will describe the policies and procedures we have put in place. We will share our policies, procedures, checklists, training regimens, and evaluate our success.