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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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Measuring User Satisfaction: Why It’s Important and How to Do It
August 2, 2012

Key Findings Institutional leaders, CIOs, and service managers are focused on service delivery. Understanding the user perspective is instrumental in making good decisions about service sou…

Evaluating IT and Library Services with the MISO Survey
July 26, 2011

This ECAR research bulletin offers a detailed look at the Measuring Information Service Outcomes (MISO) Survey. Following a description of the underlying survey methodology, this bulletin …

Innovation and Information Infrastructure: Making Sound Investments for E-Research
November 16, 2010

This ECAR research bulletin provides a framework to assist universities in making sound investments in research information infrastructure in an increasingly complex global knowledge economy. In…

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…

IT Organizations: Balancing Centralized Efficiencies with Localized Needs
May 4, 2010

This ECAR research bulletin outlines an approach for rethinking the structure for delivery of IT services in colleges and universities that have multiple IT groups. It examines where in the inst…

Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365
September 8, 2009

This ECAR research bulletin discusses the decision by the information technology organization at Indiana University (IU) to form an IT team dedicated to VIP support. It reviews the challenges of…

Beyond the Help Desk: Creating a Culture of Service in the IT Organization
August 25, 2009

This ECAR research bulletin describes strategies used by the IT organizations at the University of Massachusetts Boston and Dickinson University to develop a plan for improving the culture of ser…

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…

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