SIGUCCS 2016

Formed in 2010 after NC State “went Google,” the Google Service Team (GST), made up of staff from different units in the Office of Information Technology as well as representatives from across campus, has thrived and continues to meet on a regular basis. This service team model has addressed areas where “regular teams” within an IT organization may not be successful, such as a lack of a clear mission, or lack of representation from outside of the central IT organization. Additionally, service ownership has given a single point of contact, a diverse cross-functional (and cross-campus) team, and continuity in decision-making. The GST also helps streamline requests, issues, and escalations across teams as IT staff know where and how to funnel these items.

This presentation will discuss NC State’s Google Service Team (GST), including its mission and structure (including ties into governance), what makes it different from other teams in an IT organization, and the challenges and rewards for both the team members and customer base.