School of Medicine IT launches new hub model

The first School of Medicine IT Support Hub opened for business in mid-April, serving clients in the Physician’s Office Building, Family Medicine, and Radiation Oncology areas. Additional hubs are set to follow in the coming months, with the Central Hub, supporting clients on the north side of Manning Drive, opening in July. Going forward, desktop support and other infrastructure services will be offered through hubs staffed by IT professionals strategically located throughout the School of Medicine campus.

School of Medicine IT launches new hub model click to enlarge Contact School of Medicine IT for all your IT needs
School of Medicine IT launches new hub model click to enlarge School of Medicine IT services

The hub model, which supports the Carolina Value project, aims to standardize IT operations, services, and security across the institution as well as to help clients to interact with UNC School of Medicine and UNC Health Care IT services more effectively.  Uduak Ndoh, Associate Dean for Information Technology and Chief Information Officer for UNC School of Medicine, is leading these changes to expand the reach and range of IT services available to School of Medicine personnel.

Hub-based service will allow for more efficient desktop and device support as clients will be able to contact School of Medicine IT via phone at 919-962-HELP or via Live Chat in a web browser at help.med.unc.edu.  Both options will immediately connect the client to a team of IT professionals ready to help with any IT problem. If an issue cannot be addressed over the phone or through remote assistance, an IT professional in the nearby hub will be dispatched to the client's location to assist in person. 

In addition to direct client support, School of Medicine IT offers a number of other important services.  The School of Medicine IT Infrastructure and Operations team supports a wide variety of systems including file shares, research computation, and web systems in support of the School of Medicine; and they provide professional systems management to clients in order to increase system security and reduce downtime.  Other teams within School of Medicine IT offer classroom and academic technology support, web and application development services, and information security guidance.  The technicians in your hub can help you to engage with the appropriate group(s) in order to accomplish your goals.

If you have questions about any of these changes, please contact the Client Services and Support Director, Kelly Brown, at or the Infrastructure and Operations Director, Ken Langley, at langley@med.unc.edu.

We’ve received positive feedback from departments supported by the POB hub:

Patty Saponaro, MS, MBA | Associate Chair for Administration, Radiation Oncology Department:

When the longtime Radiation Oncology system administrator retired, we were nervous about how a team outside the department would replace the excellent service he provided through the years.  Early on, the SOM IT team set up meetings to explore responsibilities and help us know we were in good hands.  By the time we became part of the hub, members of the department had met members of the IT team and things were flowing smoothly.  A very valuable service has been their prompt responses to help sort through what issues should go through hospital ISD vs. SOM IT.

Robert Smith III, Ph.D. | Associate Chair for Administration, Department of Neurology:

Moving into the official and larger SOM shared services model was an easy transition for us and there has been no reduction in service delivery.  In fact, in the new model, we have experienced an increase in service delivery quality and efficiency. Our former IT manager now has a team of individuals to assist him and further duplicate a high touch efficient model of IT support to the entire POB.  In short, to date, we have appreciated a customer centric, robust and efficient model of IT support services.

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