This group consists of IT professionals who are called on to resolve a variety of IT problems for the faculty and staff of the university. ASU has developed a standard computing environment for faculty and staff PCs and Macs called the Appalachian Computing Environment (ACE) desktop installation, which is easily deployed and supported on individual machines. This standardization dramatically reduces the time required to have a user "up and running" when his or her machine has ceased functioning due to software problems, or when a new computer is installed. We use the Tech Excel integrated incident management system to record, track and resolve service requests. The workflow features provide an automated workflow mechanism to keep the customers and support staff apprised of the status.