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ECAR publications range from short, timely research bulletins to major research reports. See descriptions of ECAR research publications. >

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Structuring the IT Organization for Cloud Services
June 15, 2010

This ECAR research bulletin is based on recent ECAR research on the continuing evolution of the IT help desk and the ramifications of above-campus services and cloud computing for higher educati…

Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence
April 21, 2009

This ECAR research bulletin refines the concepts of crowdsourcing and mass intelligence and provides several notable examples of their vast potential when they are used together. As higher educat…

ITIL Service Management Practices: Third Time's the Charm
July 7, 2008

Since its inception, the Information Technology Infrastructure Library (ITIL) has remained the most widely recognized and adopted framework for IT service management. The many benefits of ITIL h…

ITIL at New York University: A Framework for Excellence
April 17, 2008

This ECAR case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education , which examines the state of higher education help des…

University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide
February 14, 2008

This case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organiz…

The Upward Trail: Success Factors in Help Desk Management
December 6, 2007

Presentation at the Sixth Annual ECAR Symposium, December 5-7, 2007, in Boca Raton, Florida. The 2007 ECAR help desk study, Service on the Front Line: The IT Help Desk in Higher Education, identi…

University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations
December 21, 2007

This case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organiz…

Help Desk Sourcing Options: One University’s Solution
December 4, 2007

This research bulletin discusses the factors that drove Roosevelt University's decision to "co-source" the information technology (IT) help desk, the unique challenges raised by th…

Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization
December 3, 2007

This case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organiz…

Service on the Front Line: The IT Help Desk in Higher Education
December 3, 2007

Abstract This 2007 ECAR research study explores the information technology (IT) help desk as a complex enterprise operating within a dynamic environment that includes the goals and culture o…

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