24x7 Support - 34 Resources

24x7 refers to technical support 24 hours a day, every day of the week.

Publications (24)
Presentations (10)

Publications (24)

EDUCAUSE publications address a diverse range of professional challenges in higher education IT, from updates on current developments to explorations of important overarching issues. Listed below are the full range of research, reports and other publications that EDUCAUSE and its members have written about 24x7 Support.

Item ID	Title	Resource Category	Pub Date	Views
ERB0918	Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365 Constance (Momi) L. Ford, Jan R. Holloway, and Sue B. Workman Articles, Papers, and Reports	ECAR	09/08/2009	1,089
ERB0908	Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence Dewitt Latimer, Kathryn Rose, Justin Sipher and Melissa Woo Articles, Papers, and Reports	ECAR	04/21/2009	1,871
ERS0708	Service on the Front Line: The IT Help Desk in Higher Education Mark C. Sheehan Articles, Papers, and Reports	ECAR	12/03/2007	7,919
ECS0801	ITIL at New York University: A Framework for Excellence Judith A. Pirani, Mark C. Sheehan, and Bob Albrecht Articles, Papers, and Reports	ECAR	04/17/2008	2,795
ECS0708	University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations Judith A. Pirani and Donald Z. Spicer Articles, Papers, and Reports	ECAR	12/21/2007	1,547
ECS0709	University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide Donald Z. Spicer and Judith A. Pirani Articles, Papers, and Reports	ECAR	02/14/2008	1,593
EKF0708	Service on the Front Line: The IT Help Desk in Higher Education – Key Findings Judith Borreson Caruso and Mark C. Sheehan Articles, Papers, and Reports	ECAR	12/03/2007	3,502
ECM0708	Service on the Front Line: The IT Helpdesk in Higher Education Roadmap Judith A. Pirani and Mark C. Sheehan Articles, Papers, and Reports	ECAR	12/03/2007	1,681
ERB0423	Customer-Centered IT Support: Foundations, Principles, and Systems Garland C. Elmore, Jan R. Holloway, and Sue B. Workman Articles, Papers, and Reports	ECAR	11/09/2004	6,247
ERB0514	An Architecture for Evolving IT Customer Service Garland C. Elmore, Jan R. Holloway, Sue B. Workman Articles, Papers, and Reports	ECAR	07/05/2005	5,600
ECS0707	Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization Bob Albrecht and Judith A. Pirani Articles, Papers, and Reports	ECAR	12/03/2007	1,391
ECM0303	Supporting E-Learning in Higher Education Roadmap Judith Pirani Articles, Papers, and Reports	ECAR	07/01/2004	5,878
ERB0611	Vision, Data, and Analysis: An Administrative Structure for Decision Making Garland C. Elmore, Jan R. Holloway, Sue B. Workman Articles, Papers, and Reports	ECAR	05/23/2006	3,848
ECS0301	Supporting E-Learning at Colgate University Judith A. Pirani Articles, Papers, and Reports	ECAR	07/16/2003	5,324
ECS0304	Supporting e-Learning at University of Phoenix Judith Pirani Articles, Papers, and Reports	ECAR	07/16/2003	5,609
ECS0306	Supporting e-Learning at Virginia Polytechnic Institute and State University Judith Pirani Articles, Papers, and Reports	ECAR	07/16/2003	4,992
EKF0303	Supporting E-Learning in Higher Education Key Findings Paul Arabasz and Mary Beth Baker Articles, Papers, and Reports	ECAR	07/16/2003	6,179
EQM0219	The Three-Continent, 24-Hour Help Desk: An Academic First? Jean M. Sykes Articles, Papers, and Reports	EDUCAUSE Quarterly	01/01/2000	5,584
ERM0339	Bats, Owls, Vampires, and Other Creatures of the Night Graham B. Spanier Articles, Papers, and Reports	EDUCAUSE Review	01/01/2003	5,169
ECS0302	Supporting E-Learning at St. Philip's College Dave Fawcett Articles, Papers, and Reports	ECAR	07/16/2003	5,139
ECS0303	Supporting e-Learning at the University of Central Florida Dave Fawcett Articles, Papers, and Reports	ECAR	07/16/2003	5,231
ECS0305	Supporting e-Learning at the University of Southern California Dave Fawcett Articles, Papers, and Reports	ECAR	07/16/2003	5,371
ESI0303	Supporting E-Learning in Higher Education ECAR Surveys	ECAR	10/20/2002	3,190
ERS0303	Supporting E-Learning in Higher Education Paul Arabasz, Judith Pirani, and, Dave Fawcett Articles, Papers, and Reports	ECAR	07/16/2003	8,803

Presentations (10)

Stepping away from the distractions of normal routine to meet with peers, share experiences, and learn together can be invaluable. EDUCAUSE places great emphasis on the face-to-face meeting experience, offering you numerous opportunities throughout the year to gather with colleagues - from small regional events and special topic meetings to large, national conferences covering the full spectrum of roles and issues important to higher education. For more information on EDUCAUSE conferences and seminars, please see our Frequently Asked Questions page. Listed below is the full range of presentations EDUCAUSE and its members tagged with 24x7 Support

Item ID	Title	Resource Category	Pub Date	Views
SWRC09_48278	SupportU 24 x 7: Implementing and Maintaining a Co-Managed Help Desk Ryan Rose and Samual Penn Presentations/Speeches	Southwest Regional	02/26/2009	505
SWRC09_48318	Knowledge as a Service: Texas Woman's University Enterprise Knowledgebase Project Karl Pienkoss and Kim Grover-Haskin Presentations/Speeches	Southwest Regional	02/25/2009	658
ECR0709	The Upward Trail: Success Factors in Help Desk Management Mark C. Sheehan Presentations/Speeches	ECAR	12/06/2007	1,149
MAC08038	Tech Around the Clock: Providing Scalable 24 x 7 Support Sheri Stahler, Gerald D. Hinkle, and Ronald F. Ardron, Jr. Presentations/Speeches	Mid-Atlantic Regional	01/15/2008	501
MWR08086	The Help Desk as a Pivot Point for IT Agility Mark C. Sheehan Presentations/Speeches	Midwest Regional	03/17/2008	389
ECR0701	Preliminary Findings: ECAR Help Desk Study, 2007 Mark C. Sheehan Presentations/Speeches	ECAR	06/12/2007	2,921
EDU07160	Tech Around the Clock: Expect the Unexpected with 24 x 7 Operations Sheri Stahler and Gerald D. Hinkle Presentations/Speeches	EDUCAUSE Annual	10/23/2007	603
CMR0128	Are We Ready for 24 X 7 System Availability? Dennis Cromwell and Michael R. Egolf Presentations/Speeches	CUMREC (Archives)	01/01/2001	5,378
NCP0207	Managing the 24 x 7 Classroom Reta Chaffee and Carol Thomas Presentations/Speeches	NERCOMP	01/01/2002	5,382
EDU0438	24 x 7 IT Service and Support Garland C. Elmore and Sue B. Workman Presentations/Speeches	EDUCAUSE Annual	10/20/2004	3,689

Do you have a great resource that should be listed here? Email contribute@educause.edu with your recommendation!