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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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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…

Recasting the Centralization-Decentralization Debate: Advancing the Innovation Support Cycle
May 13, 2008

This research bulletin explores the importance of focusing on innovation in decision-making about IT. Acknowledging the apparent dichotomy between the efficient use of resources in a centralized …

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…

Learners 2.0? IT and 21st-Century Learners in Higher Education
April 1, 2008

This research bulletin examines what the literature refers to as “new learners” or “critically engaged learners.” It explores the responsibilities our institutions have to create opportun…

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…

IT Engagement in Research: A View of Medical School Practice Roadmap
January 23, 2008

This ECAR roadmap synthesizes the important issues and recommended actions drawn from the 2008 study, IT Engagement in Research: A View of Medical School Practice, by Mark R. Nelson. This ECAR re…

IT Engagement in Research: A View of Medical School Practice
January 23, 2008

Abstract This ECAR research study was designed in collaboration with the Association of American Medical Colleges to analyze the practices and perspectives of IT organizations that support the…

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…

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