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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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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…

Service on the Front Line: The IT Helpdesk in Higher Education Roadmap
December 3, 2007

This ECAR roadmap synthesizes the important issues and recommended actions drawn from the 2007 study, Service on the Front Line: The IT Helpdesk in Higher Education. The study explores the inform…

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

This document presents the key findings of the ECAR study, Service on the Front Line: The IT Help Desk in Higher Education. This 2007 ECAR research study explores the information technology (IT) …

E-Mail: Paradigms, Options, and Outsourcing
November 7, 2006

E-mail is perhaps the most fundamental information technology tool in use today. In higheraeducation there are new options to consider that include outsourcing the infrastructure as well as the e…

IT Outsourcing in Higher Education
November 20, 2002

This is the 2002 ECAR survey instrument used for ECAR Research Study on IT Outsourcing in Higher Education. This is the 2002 ECAR survey instrume…

IT Outsourcing in Higher Education Key Findings
August 19, 2002

This Key Finding provides a summary of IT outsourcing as it applies to colleges and universities. Based on an analysis of responses from nearly 300 colleges and universities and from a database o…

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