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Cost (and Quality and Value) of Information Technology Support in Large Research Universities

Cost (and Quality and Value) of Information Technology Support in Large Research Universities

Title:Cost (and Quality and Value) of Information Technology Support in Large Research Universities (ID: ERM9955)
Author(s):Christopher S. Peebles (Indiana University) and Laurie G. Antolovic (Indiana University)
Topics:Financial Management, Strategic Planning
Origin:Educom Review (Archives) (1999)
Type:Articles, Papers, and Reports
Abstract:University Information Technology Service (UITS) has measured the quality of IT service offered on the Bloomington campus of Indiana University (IU) for the last decade. This article presents the cost and quality measures IU uses to measure the costs and perceived quality of user support services. These measures provide the feedback central to strategic and operational management.
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