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Applying the IT Service CMM model in a University Service Delivery Environment

Applying the IT Service CMM model in a University Service Delivery Environment

Title:Applying the IT Service CMM model in a University Service Delivery Environment (ID: EDU05094)
Author(s):Alan McCord (Lawrence Technological University) and William Wachob (Lawrence Technological University)
Topics:Help Desk, IT Effectiveness, Outcomes Assessment, Service Assessment
Origin:EDUCAUSE Annual Conferences (10/20/2005)
Type:Presentations and Seminars
Abstract:The IT Service Capability Maturity Model (ITS-CMM) is an emerging standard for assessing the capabilities of IT service organizations. We will discuss our experience in applying the ITS-CMM to an IT service delivery environment, specifically a centralized help desk. This help desk is the primary point of contact for our nearly 3,000 IT users.
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