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We are looking for a replacement to our homegrown Helpdesk software and would like to use it for project management also. Does anyone have a product to suggest?

 

Jenni

 

Jenni Piper

Associate Director of Technology Services

Eastern Mennonite University

 

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

Jenni,

We use Web Help Desk for unified ticket-tracking and inventory management, and we're very happy with it.  I am not sure whether WHD could handle project management, but it's worth a look. 

Cordially,
David
_____________________________________________________________________
David W. Sisk    Associate Director for Administration, Information Technology Services
Macalester College    /    1600 Grand Avenue    /     Saint Paul, Minnesota  55105-1899
http://www.macalester.edu/~sisk/                Voice (651) 696-6745,  FAX (651) 696-6778


We use Web Help Desk, and are really happy with it. 

Tanya Pfeffer
Macalester College

Message from t.g@rutgers.edu

We just switched from homegrown to Spiceworks (http://www.spiceworks.com/), and we're doing well with it. It has its quirks, but its free and open source , and I've seen implementation of almost every request/improvement I've made through the user community forums. Aside from being happy with the software for helpdesk management, the community activity is invaluable and really makes a different in the experience. There are also a lot of plug-ins available to enhance the fundamental functions, and making your own plug-in might be an option too for certain features you want. I'm not sure how well it would handle PM, but it's worth checking out. They just improved (or perhaps will be rolling out very soon) their software inventory function.

For context, we are an office of roughly 20 people using the system to support a School of a few thousand faculty, staff, and students.
Untitled Document

_______________________________________
TINA | IT SERVICES MANAGER
Rutgers, The State University of New Jersey
School of Communication and Information
P: 732.932.7500 x8999 | F: 732.932.6916

Watch and Learn - http://www.khanacademy.org/


On 12/8/2011 10:17 AM, Jenni Piper wrote:

We are looking for a replacement to our homegrown Helpdesk software and would like to use it for project management also. Does anyone have a product to suggest?

 

Jenni

 

Jenni Piper

Associate Director of Technology Services

Eastern Mennonite University

 

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

UNM recently implemented Cherwell!  Be happy to give you a tour.  :)

 
have a blessed day
       ~TJ
~~~~~~~~~~~~~~~
Tammy Jo (TJ) Martinez, MPA
HDI Certified Support Center Director
Certified ITIL Foundations v.3
Director of Customer Support Services
Information Technologies
The University of New Mexico
505.277.0960 (office)
 
 
>>> "tanya e. pfeffer" <tpfeffer@MACALESTER.EDU> 12/8/2011 8:28 AM >>>
We use Web Help Desk, and are really happy with it. 

Tanya Pfeffer
Macalester College

I am not sure this is helpful--and don't want to open a can of worms. But, after going through a few ITIL trainings/certifications and thinking in terms of how Project Management (PM) and Change Management(CM) relate, I think that PM and CM are more alike than different and could be combined. I am not a PM expert, but to me a project is so much like a (major) change except it may have extra approval paths. Maybe it would be helpful to combine CM and PM rather than have two different software tools and sets of workflows.
 
I bring this up because if you are evaluating a more full featured tool that includes Incident, Problem & Change, you might consider using the Change Management portions for Project Management. We do not do this currently as we are not quite ready to upgrade to a new Service Management tool, but have had long discussions about it and may proceed with this paradigm once we replace our HEAT software.
 
On another note, I just started using SmartSheet for managing a project and am finding it is easy, intuitive, and cheap. 
It integrates with Google apps and is much easier than MS Project.
Bill

>>> Jenni Piper <piperj@EMU.EDU> 12/8/2011 10:17 AM >>>

We are looking for a replacement to our homegrown Helpdesk software and would like to use it for project management also. Does anyone have a product to suggest?

 

Jenni

 

Jenni Piper

Associate Director of Technology Services

Eastern Mennonite University

 

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We started using HelpStar about 2 years ago. It has ticket tracking and project management components.  I have not yet used the project management features but the ticket tracking has improved our process significantly.

-- 
Suzanne Gaynor
Director, Technology Resource Center
Hartwick College
607-431-4670

We use FootPrints. They don't have a project feature yet, but they have a model where you can create what are called workspaces and you could create one for incident and one for projects. Incident is out of the box, but workspaces are configurable to meet different needs so you could create one for projects as well.

Dwight Snethen
Director, Customer Service, IT Service Management and Quality Assurance
ITaP Customer Relations
Purdue University
Stewart Center: Room B14E
765-496-1035

Self Help Knowledgebase: http://www.purdue.edu/goldanswers
Assisted Technical Support: 765-494-4000

Message from jack@mail.rockefeller.edu

We use Remedy for ticket tracking and project management as well as other services (asset tracking, rolodex, etc.)

 

-jack

 

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Suzanne Gaynor
Sent: Thursday, December 08, 2011 12:24 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] FW: Helpdesk & Project Management Software

 

We started using HelpStar about 2 years ago. It has ticket tracking and project management components.  I have not yet used the project management features but the ticket tracking has improved our process significantly.

 

-- 

Suzanne Gaynor

Director, Technology Resource Center

Hartwick College

607-431-4670

 

How much times goes into managing Remedy?  We are using a home grown system with some Bells and whistles.  It required some programming, but on a monthly basis it is pretty stable and requires little if any maintenance.

 

We spend lots of time managing the data, (assigning cases, updating notes, closing tickets, etc.) We do not need to spend a lot of time tweaking the database.

 

Be an Internet Skeptic!  There's nothing really free on the 'net

Utica College and other reputable organizations will never use email to request that you reply with your password, social security number or confidential personal information.

James Farr

Information Security Officer

Instructional Technologist

Utica College

jfarr@utica.edu

315-223-2386

 

 

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Jack Vizelter
Sent: Thursday, December 08, 2011 1:27 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: FW: Helpdesk & Project Management Software

 

We use Remedy for ticket tracking and project management as well as other services (asset tracking, rolodex, etc.)

 

-jack

 

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Suzanne Gaynor
Sent: Thursday, December 08, 2011 12:24 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] FW: Helpdesk & Project Management Software

 

We started using HelpStar about 2 years ago. It has ticket tracking and project management components.  I have not yet used the project management features but the ticket tracking has improved our process significantly.

 

-- 

Suzanne Gaynor

Director, Technology Resource Center

Hartwick College

607-431-4670

 

Message from jack@mail.rockefeller.edu

We rarely tweak Remedy once we have it set; unless something comes up and we want a new or different work flow and that’s pretty straight forward.  We have 2 in-house Remedy DBA’s that do all the backend changes, as needed.  We highly customized Remedy to our needs.

 

I know Remedy is not cheap, compared to other solutions.

 

We have about 50 – 60 staff members who make modifications to tickets on a daily basis.

 

-jack

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of James Farr '05
Sent: Thursday, December 08, 2011 1:38 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] FW: Helpdesk & Project Management Software

 

How much times goes into managing Remedy?  We are using a home grown system with some Bells and whistles.  It required some programming, but on a monthly basis it is pretty stable and requires little if any maintenance.

 

We spend lots of time managing the data, (assigning cases, updating notes, closing tickets, etc.) We do not need to spend a lot of time tweaking the database.

 

Be an Internet Skeptic!  There's nothing really free on the 'net

Utica College and other reputable organizations will never use email to request that you reply with your password, social security number or confidential personal information.

James Farr

Information Security Officer

Instructional Technologist

Utica College

jfarr@utica.edu

315-223-2386

 

 

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Jack Vizelter
Sent: Thursday, December 08, 2011 1:27 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: FW: Helpdesk & Project Management Software

 

We use Remedy for ticket tracking and project management as well as other services (asset tracking, rolodex, etc.)

 

-jack

 

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Suzanne Gaynor
Sent: Thursday, December 08, 2011 12:24 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] FW: Helpdesk & Project Management Software

 

We started using HelpStar about 2 years ago. It has ticket tracking and project management components.  I have not yet used the project management features but the ticket tracking has improved our process significantly.

 

-- 

Suzanne Gaynor

Director, Technology Resource Center

Hartwick College

607-431-4670

 

Message from ngoldberg@fsmail.bradley.edu

We moved from Remedy to Service Desk Plus (Manage Engine Plus) for ticket and asset management.  They have a large number of other modules and I believe one is for Project Management.

Nancy Goldberg
Director Customer Support Services
Bradley University
1501 W. Bradley Avenue
Cullom-Davis Library 135A
Peoria, IL 61625
 
(309) 677-2957
(309) 677-3878 fax



We also use FootPrints, it is not a be-all, end-all solution but we're mostly satisfied. When it comes time to renew, who knows? Trouble-ticket (Incident Management) seems to be a hot topic among institutions. The comprehensive approach of Change Management, Project Management, and Incident Management is an intriguing topic, and experience suggests there's no silver bullet.

 

I'm involved in a project Kuali IT Support which proposes a comprehensive suite of IT solutions for higher-ed. The Kuali Foundation is an open source community that builds software "by higher education, for higher education". Administrative systems like financial, people, and student have been obvious fits for their model and have been very successful. Perhaps a community source solution for incident/change/asset/project management is the next frontier. It doesn't mean re-inventing the wheel - it could leverage Spiceworks, RT: Request Tracker, some other open-source platform, or an institution's homegrown solution. The key is we could work together to develop a solution that fits higher ed, is adaptable at institutional levels, and/or could possibly be a cloud solution.

 

I'm currently serving as project manager on the first module - Kuali KMS which will leverage IU's Knowledge Base and extend it into a next-generation collaborative knowledge management system that shares content among institutions.

 

Consider integration with a "ticket" system (a key point of capture for knowledge content) and you can see the vision we've cast...

 

Kuali IT Support will lay the technical foundation for higher education institutions to implement best practices in delivering support—the information and services people need at the point where they need it.

 

I'm actually hosting a webinar next week, if you're interested in learning more. Details can be found here. There's a new Constituency Group - Leveraging IT Support which was created to discuss how we can leverage common IT support tools and services. We're all fighting a lot of the same battles!

 

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Snethen, Dwight D
Sent: Thursday, December 08, 2011 1:06 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] FW: Helpdesk & Project Management Software

 

We use FootPrints. They don't have a project feature yet, but they have a model where you can create what are called workspaces and you could create one for incident and one for projects. Incident is out of the box, but workspaces are configurable to meet different needs so you could create one for projects as well.

Dwight Snethen

Director, Customer Service, IT Service Management and Quality Assurance

ITaP Customer Relations

Purdue University

Stewart Center: Room B14E

765-496-1035

 

Self Help Knowledgebase: http://www.purdue.edu/goldanswers

Assisted Technical Support: 765-494-4000


When you see my signature – don’t panic.  Yes, I am a vendor but I know of some great resources to help you begin your search.

 

Capterra is a website where you can actually filter software solutions with your requirements.  It might give you a nice short list, as there are many vendors out there.  http://www.capterra.com/help-desk-software

 

Also, I have attached a Forrester report that reviews quite a few of the vendors.

 

I suggest starting with your current basic requirements – but also keep in mind if and how your support structure might change.

·         What processes, in addition to project management, do you require.  (Incident, Request, Problem… or even Inventory Management)

·         Are you growing?  If so, look for something that can easily grow with you. ( for example, if you do not current support students – will you?)

·         Do you utilize self-service? Is that a goal?

·         And what is your preferred delivery – SaaS or On-premises?  There are significant advantages and disadvantages to both.

 

Keep in mind, many solutions – even Cherwell – incorporate project management but these solutions may not be as robust as a “purest” project management tool.  If a “lite” version of project works for you, there are great options out there.  

 

Good luck.

 

Allison Wroe

Marketing Manager

Cherwell Software, Inc.

www.cherwellsoftware.com

719.386.7000 Office

719.434.5835 Direct

719.386.7001 Fax

 

 

CONFIDENTIALITY NOTICE: This e-mail transmission, and any documents, files or previous e-mail messages attached to it is information belonging to the sender which may contain information that is confidential or legally privileged. It is intended only for the use of the intended addressee(s).  If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are hereby notified that any disclosure, copying, printing, distribution or use of any of the information contained in or attached to this transmission is STRICTLY PROHIBITED. If you have received this transmission in error, please immediately notify the sender by return e-mail and delete the original transmission and its attachments without reading or saving in any manner. Thank you.

 

 

 

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Aikman, Chuck
Sent: Thursday, December 08, 2011 1:48 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] FW: Helpdesk & Project Management Software

 

We also use FootPrints, it is not a be-all, end-all solution but we're mostly satisfied. When it comes time to renew, who knows? Trouble-ticket (Incident Management) seems to be a hot topic among institutions. The comprehensive approach of Change Management, Project Management, and Incident Management is an intriguing topic, and experience suggests there's no silver bullet.

 

I'm involved in a project Kuali IT Support which proposes a comprehensive suite of IT solutions for higher-ed. The Kuali Foundation is an open source community that builds software "by higher education, for higher education". Administrative systems like financial, people, and student have been obvious fits for their model and have been very successful. Perhaps a community source solution for incident/change/asset/project management is the next frontier. It doesn't mean re-inventing the wheel - it could leverage Spiceworks, RT: Request Tracker, some other open-source platform, or an institution's homegrown solution. The key is we could work together to develop a solution that fits higher ed, is adaptable at institutional levels, and/or could possibly be a cloud solution.

 

I'm currently serving as project manager on the first module - Kuali KMS which will leverage IU's Knowledge Base and extend it into a next-generation collaborative knowledge management system that shares content among institutions.

 

Consider integration with a "ticket" system (a key point of capture for knowledge content) and you can see the vision we've cast...

 

Kuali IT Support will lay the technical foundation for higher education institutions to implement best practices in delivering support—the information and services people need at the point where they need it.

 

I'm actually hosting a webinar next week, if you're interested in learning more. Details can be found here. There's a new Constituency Group - Leveraging IT Support which was created to discuss how we can leverage common IT support tools and services. We're all fighting a lot of the same battles!

 

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Snethen, Dwight D
Sent: Thursday, December 08, 2011 1:06 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] FW: Helpdesk & Project Management Software

 

We use FootPrints. They don't have a project feature yet, but they have a model where you can create what are called workspaces and you could create one for incident and one for projects. Incident is out of the box, but workspaces are configurable to meet different needs so you could create one for projects as well.

Dwight Snethen

Director, Customer Service, IT Service Management and Quality Assurance

ITaP Customer Relations

Purdue University

Stewart Center: Room B14E

765-496-1035

 

Self Help Knowledgebase: http://www.purdue.edu/goldanswers

Assisted Technical Support: 765-494-4000


Message from gentiled@wusm.wustl.edu

We are using Service-Now, a SaaS solution, and have been very happy with it.  It does have a project management module that we are not currently using because we have MS Project Server already in place.   We are keeping an eye on the module in Servie-Now and may switch at some point.  Let me know if you have any questions about this product. 

 

 

Diane Gentile  |  Customer Services Manager

Washington University School of Medicine

Central Information Technology Services

diane.gentile@wustl.edu  | 314-747-1426

 

Central IT staff will never ask you for your password in an email message.  Please keep your passwords private to protect yourself and the security of our network. 

 

Jenni.

We are in the same process.  We are currently using Parature.  We have looked at different options and we are still interviewing vendors.  We had set up a couple Demos since December.  Are you only looking to replace the software?  How are you guys handling the after hours support?

Pedro.

On 12/8/2011 10:17 AM, Jenni Piper wrote:

We are looking for a replacement to our homegrown Helpdesk software and would like to use it for project management also. Does anyone have a product to suggest?

 

Jenni

 

Jenni Piper

Associate Director of Technology Services

Eastern Mennonite University

 

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.


--

Pedro Alvarado

OIT Help Desk Coordinator

Rider University

palvarado@rider.edu

609-896-5000 ext 7526

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Good morning,
We are looking for project management software to support a number of projects we'll be beginning in the next few months.  Ideally, the software would be cloud based so it is accessible from PC, Mac and mobile devices.  Does anyone have any specific applications they would endorse?  We've looked briefly at Basecamp and are looking at a few in the Google Apps marketplace but recommendations from users are always helpful!

Thanks,
Melissa

Melissa Alsing
Director of Information Systems, DBA
Computer and Information Technology
Seton Hill University
One Seton Hill Drive
Greensburg, PA 15601
724-552-1375 
malsing@setonhill.edu

This document may contain confidential information and is intended solely for the use of the addressee. If you received it in error, please contact the sender at once and destroy the document. The document may contain information subject to restrictions of the Family Educational Rights and Privacy and the Gramm-Leach-Bliley Acts. Such information may not be disclosed or used in any fashion outside the scope of the service for which you are receiving the information.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

It's been a couple of years but a cloud app used for help desk and project management by some of the SUNY schools was http://www.attask.com.  SUNY ITEC was running their own cloud instance for SUNY member schools.

Keith Nelson
Chief Technology Officer
Alma College

Email:  nelsonkr@alma.edu
Office:  989/463-7303
Fax:  989/463-7101

From: "Melissa Alsing" <malsing@SETONHILL.EDU>
To: SMALLCOL@LISTSERV.EDUCAUSE.EDU
Sent: Thursday, May 3, 2012 10:33:20 AM
Subject: [SMALLCOL] Project Management Software

Good morning,
We are looking for project management software to support a number of projects we'll be beginning in the next few months.  Ideally, the software would be cloud based so it is accessible from PC, Mac and mobile devices.  Does anyone have any specific applications they would endorse?  We've looked briefly at Basecamp and are looking at a few in the Google Apps marketplace but recommendations from users are always helpful!

Thanks,
Melissa

Melissa Alsing
Director of Information Systems, DBA
Computer and Information Technology
Seton Hill University
One Seton Hill Drive
Greensburg, PA 15601
724-552-1375 
malsing@setonhill.edu

This document may contain confidential information and is intended solely for the use of the addressee. If you received it in error, please contact the sender at once and destroy the document. The document may contain information subject to restrictions of the Family Educational Rights and Privacy and the Gramm-Leach-Bliley Acts. Such information may not be disclosed or used in any fashion outside the scope of the service for which you are receiving the information.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Message from mambrosino@pnca.edu

We love Basecamp from 37Signals. It's powerful, easy to use, inexpensive, designed for mobile devices and made to incorporate into complex work environments. Highrise and Campfire are excellent add-ons as well.

Sincerely,

Michael Ambrosino
Director of Information Technology
503-821-8956 | Office
503-226-3587 | Fax
PNCA | Pacific Northwest College of Art
1241 NW Johnson St | Portland | Oregon | 97209
mambrosino@pnca.edu
www.pnca.edu
-------------------------------------------------------------------------------------------------------
PNCA connecting students to the world through fine art and design education.
Please consider the environment before printing this email.


I think it depends on the scope of what you are attempting to do with it. We are using a newer product called Trello which is essentially an online project board. It doesn't have the gnatt charts and time tracking offered by other project management software, but those were beyond what we needed and the price worked for us (free). David Pirolo Warner Pacific College On Thu, 2012-05-03 at 10:33 -0400, Melissa Alsing wrote: > Good morning, > We are looking for project management software to support a number of > projects we'll be beginning in the next few months. Ideally, the > software would be cloud based so it is accessible from PC, Mac and > mobile devices. Does anyone have any specific applications they would > endorse? We've looked briefly at Basecamp and are looking at a few in > the Google Apps marketplace but recommendations from users are always > helpful! > > Thanks, > Melissa > > Melissa Alsing > Director of Information Systems, DBA > Computer and Information Technology > Seton Hill University > One Seton Hill Drive > Greensburg, PA 15601 > 724-552-1375 > malsing@setonhill.edu > > > This document may contain confidential information and is intended > solely for the use of the addressee. If you received it in error, > please contact the sender at once and destroy the document. The > document may contain information subject to restrictions of the Family > Educational Rights and Privacy and the Gramm-Leach-Bliley Acts. Such > information may not be disclosed or used in any fashion outside the > scope of the service for which you are receiving the information. > > ********** Participation and subscription information for this > EDUCAUSE Constituent Group discussion list can be found at > http://www.educause.edu/groups/. > ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
You might consider the cloud-based teamworkpm.net 
It's been pretty good for our situation.

John

Message from cadams@figsolutions.com

Hi Melissa,

Check out Smartsheet (http://www.smartsheet.com/).  We've used it in the past and enjoyed its usability and sharing capabilites.

Chris Adams

Message from mambrosino@pnca.edu

Melissa,

We use Basecamp which has been recently updated and soon will have mobile versions for web enabled devices. It's remarkable intuitive and easy to use.

Sincerely,

Michael Ambrosino
Director of Information Technology
503-821-8956 | Office
503-226-3587 | Fax
PNCA | Pacific Northwest College of Art
1241 NW Johnson St | Portland | Oregon | 97209
mambrosino@pnca.edu
www.pnca.edu
-------------------------------------------------------------------------------------------------------
PNCA connecting students to the world through fine art and design education.
Please consider the environment before printing this email.


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