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Preliminary Findings: ECAR Help Desk Study, 2007

Preliminary Findings: ECAR Help Desk Study, 2007

Title:Preliminary Findings: ECAR Help Desk Study, 2007 (ID: ECR0701)
Author(s):Mark C. Sheehan (EDUCAUSE)
Topics:24x7 Support, Help Desk, SLA, Support Services
Origin:ECAR, Presentations (06/12/2007)
Type:Presentations and Seminars
Abstract:

Presentation at the Sixth Annual ECAR/HP Summer Symposium for Higher Education IT Executives, June 11-13, 2007, Boulder, Colorado. This session presents preliminary findings from the ECAR survey on prevailing IT help desk practices in the U.S. and Canada. Using standard assessments of help desk practice from the Information Technology Infrastructure Library (ITIL), the International Organization for Standardization (ISO), and others, principal investigator Mark Sheehan is developing a robust view of the state of the practice of service delivery, service support, and other IT help desk and IT practices.

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