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Increasing IT Value for Customers: A Challenge for Higher Education

Increasing IT Value for Customers: A Challenge for Higher Education

Title:Increasing IT Value for Customers: A Challenge for Higher Education (ID: ERB0605)
Author(s):Sunny Donenfeld (Cornell University), Eileen Palenchar (Brown University), Klara Jelinkova (Duke University), Daniel Beeby (Columbia University), Jim Knox (Stanford University) and Joseph Rini (Columbia University)
Topics:CRM, Customer Service, Increasing IT Value, IT Effectiveness, Operational Planning, Organizational Change, Partnerships, Project Management, SLA
Origin:Research Bulletins, ECAR (02/28/2006)
Type:Articles, Papers, and Reports
Abstract:

This research bulletin is the work of a strategic project team participating in the IT Leaders Program, a leadership development initiative facilitated by MOR Associates of Watertown, Massachusetts. It strives to answer the question, What must a central IT organization in an academic environment do to increase its value to its clients and its institution? It is not a cookbook for how to create a successful IT organization but rather a discussion of considerations for increasing value.

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