Support Services - 384 Resources

Overview
Publications (154)
Presentations (219)
Policies (4)
Podcasts (7)
Blogs (4)

Overview

Publications (154)

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 Support Services.

Item ID	Title	Resource Category	Pub Date	Views
ERM0952	Sweating the Assets for Smarter IT Support Sue B. Workman Articles, Papers, and Reports	EDUCAUSE Review	09/04/2009	1,056
EQM09120	Adult Learners: How IT Can Support “New” Students Sean Cordes Articles, Papers, and Reports	EDUCAUSE Quarterly	03/26/2009	3,075
EQM09116	Innovations and Tragic Tories Lanny Arvan Articles, Papers, and Reports	EDUCAUSE Quarterly	03/26/2009	1,480
EQM09315	Framing Questions Lanny Arvan Articles, Papers, and Reports	EDUCAUSE Quarterly	10/29/2009	109
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	1,062
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	1,825
ERB0807	Learners 2.0? IT and 21st-Century Learners in Higher Education Anne H. Moore, Shelli B. Fowler, Brent Jesiek, John F. Moore, and C. Edward Watson Articles, Papers, and Reports	ECAR	04/01/2008	9,298
EQM08410	No Free Lunch: A Condensed Strategic Planning Process Charles Patrick Kohrman, II Articles, Papers, and Reports	EDUCAUSE Quarterly	11/17/2008	2,919
ERS0708	Service on the Front Line: The IT Help Desk in Higher Education Mark C. Sheehan Articles, Papers, and Reports	ECAR	12/03/2007	7,906
CSD5581	With Budget Crunch Hitting IT, Time to Rethink Role? Andrew Guess Articles, Papers, and Reports	Community Recommendation	12/11/2008	593
ERM0731	Compartments, Customers, or Convergence? Gregory A. Jackson Articles, Papers, and Reports	EDUCAUSE Review	01/01/2007	8,607
ERM0753	Faculty 2.0 Charles D. Dziuban, Jay C. Brophy-Ellison, and Joel L. Hartman Articles, Papers, and Reports	EDUCAUSE Review	08/29/2007	7,668
EQM0827	In Plain English, Please: Effective IT Communications Lisa Trubitt and Mur Muchane Articles, Papers, and Reports	EDUCAUSE Quarterly	05/05/2008	2,244
ERS0804	ITIL Service Management Practices: Third Time's the Charm Michael Disabato Articles, Papers, and Reports	ECAR	07/07/2008	2,709
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	2,777
ECM0801	IT Engagement in Research: A View of Medical School Practice Roadmap Bob Albrecht and Judith A. Pirani Articles, Papers, and Reports	ECAR	01/23/2008	871
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	1,545
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	1,591
ERS0801	IT Engagement in Research: A View of Medical School Practice Mark R. Nelson Articles, Papers, and Reports	ECAR	01/23/2008	2,696
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	1,676
EQM0811	An Antidote for the Faculty-IT Divide Luke Fernandez Articles, Papers, and Reports	EDUCAUSE Quarterly	02/13/2008	1,804
EQM08111	Operational Lessons from a Strategic Sourcing Project Adam Krob Articles, Papers, and Reports	EDUCAUSE Quarterly	02/13/2008	1,714
ERB0724	Help Desk Sourcing Options: One University’s Solution J. Bradley Reese and Brett Sutton Articles, Papers, and Reports	ECAR	12/04/2007	2,284
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	6,243
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	5,594

Presentations (219)

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 Support Services

Item ID	Title	Resource Category	Pub Date	Views
E09_176140	Ignorance Isn't Bliss: How to Find Out What Your Clients Really Need David L. Smallen, Vanessa J. Baca, Jeffrey L. Overholtzer, Joshua Wilson, Carlyn Foshee Chatfield, LeCarla A. Gilmere Presentations and Seminars	EDUCAUSE Annual	11/06/2009	424
SWRC09_48280	Making Progress: Measurement, Collaboration, and Communication Rebecca L. King Presentations/Speeches	Southwest Regional	02/25/2009	417
E09_175710	Library/IT Partnerships Daniel Keith Marmion, Malcolm B. Brown Presentations and Seminars	EDUCAUSE Annual	11/04/2009	259
E09_175723	Research Mission Support Suresh Balakrishnan, Donald Z. Spicer Presentations and Seminars	EDUCAUSE Annual	11/04/2009	108
E09_175693	Crowdsourcing: The Collaborative Help Desk Dewitt Latimer Presentations and Seminars	EDUCAUSE Annual	11/04/2009	292
E09_175895	It's Not About the Technology: Moving the IT Organization from Service Provider to Valuable Asset Tim Bounds Presentations and Seminars	EDUCAUSE Annual	11/04/2009	240
E08_47573	Will the Last One to Leave Turn Out the Lights? Richard N. Katz and Robyn R. Render Presentations/Speeches	EDUCAUSE Annual	10/30/2008	385
NC09_48394	So You Want a New System? Kimberly Brookes and Robert M. Kuhn Presentations/Speeches	NERCOMP	03/10/2009	466
E09_175903	Coordinated Curricular Support: Aligning Support with Student Acculturation and a Dynamic Curriculum Samuel Demas, Andrea Lisa Nixon, Joel P. Cooper Presentations and Seminars	EDUCAUSE Annual	11/04/2009	49
E09_175899	IT Service Portfolio: Building a Bridge from Both Ends Karen Van Dusen, Richard C. Fulton, Leah Ericson, Mary L. Pretz-Lawson Presentations and Seminars	EDUCAUSE Annual	11/04/2009	159
E09_176009	Seminar 15A - Using Service Layers Instead of a Centralized/Decentralized Approach: How to Make IT Work Polley McClure, Bruce Maas Presentations and Seminars	EDUCAUSE Annual	11/03/2009	508
E09_175708	Distributed Technology Support Aletia Morgan Presentations and Seminars	EDUCAUSE Annual	11/04/2009	252
E09_176090	What Happened to the Computer Lab? John G. Henderson, Beth Schaefer, Jason Davis Presentations and Seminars	EDUCAUSE Annual	11/05/2009	584
E09_176022	Going Global: The Critical Role of IT as Institutions Expand Globally Tom Delaney, R. Ben Maddox Presentations and Seminars	EDUCAUSE Annual	11/04/2009	377
E09_176127	Reshaping Information Services for a Changing Faculty Population: Evidence and Insights from the MISO Survey David Consiglio, Joshua Wilson, Kevin J.T. Creamer, Laurie Allen Presentations and Seminars	EDUCAUSE Annual	11/05/2009	217
E09_176008	Seminar 14P - Optimizing IT Services for the Enterprise Robert Corbin, Joanne Dehoney Presentations and Seminars	EDUCAUSE Annual	11/03/2009	502
E08_47780	Research Mission Support David Stack and Donald Z. Spicer Presentations/Speeches	EDUCAUSE Annual	10/29/2008	153
LIVE0825	Integrating Cyberinfrastructure Resources to Support Research Mark C. Sheehan Presentations/Speeches	Web Seminars EDUCAUSE	12/18/2008	309
MARC09_47927	Decentralization in a Centralized IT Environment Lloyd Onyett and Todd Cunningham Presentations/Speeches	Mid-Atlantic Regional	01/08/2009	316
MARC09_47952	Effective Strategies in Supporting a Campus Through Major Technology Initiatives Karen Kral, Nancy J. O'Laughlin, and Amy Pearlman Presentations/Speeches	Mid-Atlantic Regional	01/07/2009	262
MARC09_48038	IT Service Portfolio: Building a Bridge from Both Ends Matthew Blazevich and Clay Fulton Presentations/Speeches	Mid-Atlantic Regional	01/08/2009	438
SWRC09_48253	Applications of Virtualization and Automation Gary Kidney Presentations/Speeches	Southwest Regional	02/25/2009	399
NC09_48262	An Online Student Newsletter That Incorporates Social Networking Jason Boucher Presentations/Speeches	NERCOMP	03/11/2009	479
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	500
SWRC09_48286	Balancing Acts: Making IT Work for Everyone Susan M. Zvacek and Alan Levine Presentations/Speeches	Southwest Regional	02/24/2009	211

Policies (4)

Item ID	Title	Resource Category	Pub Date	Views
CSD2632	IT Policies and Forms Policies and Procedures	Community Recommendation	01/01/2005	4,969
CSD3001	Help Desk Software and Hardware Support Limits Policies and Procedures	Community Recommendation	01/01/2004	3,755
CSD2628	Personal Digital Assistant (PDA) Support Policy Policies and Procedures	Community Recommendation	01/01/2005	3,828
CSD2631	Personal Digital Assistant (PDA) Support Policy Policies and Procedures	Community Recommendation	01/01/2002	3,775

Podcasts (7)

Name	Views	Post date
E07 Podcast: In Plain English, Please: Effective IT Communications Play \| Show Notes \| Download (31.17 MB audio/mpeg)	780	11/15/2007
Commoditization of Core Services: An Interview with Brian Voss and Cynthia Hadden Play \| Show Notes \| Download (11.89 MB audio/mpeg)	3,576	06/20/2007
EDUCAUSE2006 Podcast: Fear Factor and American Idol Play \| Show Notes \| Download (29.3 MB audio/mpeg)	3,484	04/13/2007
EDUCAUSE2006 Podcast: Keeping a Personalized Face on Support Centralization Play \| Show Notes \| Download (43.44 MB audio/mpeg)	3,334	02/23/2007
E2005 Podcast: Supporting the Mobile User Play \| Show Notes \| Download (20.84 MB audio/mpeg)	3,477	03/30/2006
E2005 Podcast: Stretch Your Staff with a Departmental Liaison Program Play \| Show Notes \| Download (18.73 MB audio/mpeg)	3,262	02/23/2006
E2005 Podcast: An Enterprise-Grade Model for Classroom Technology Support Play \| Show Notes \| Download (21.05 MB audio/mpeg)	3,387	02/10/2006

Blogs (4)

EDUCAUSE hosts a number of blogs for its members. To view a list of all our blogs, click here.

Title	Blogger	Posted	Views
An IT Relationship Management Roadmap - NOTES	Lida L. Larsen, EDUCAUSE	04/17/2009	480
Tune In July 1: Free Web Seminar on Meeting Communications Needs in Campus Dorms	Peggy Kurkowski, EDUCAUSE	06/25/2008	493
What Parents Wanna Know	Susan Miltenberger, Maryland Institute College of Art	02/20/2007	3,728
Access Technologists Higher Education Network [ATHEN]	Daniel J. Berkowitz, Boston University	04/01/2006	3,176

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