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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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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…

Preliminary Findings: ECAR Help Desk Study, 2007
June 12, 2007

Presentation at the Sixth Annual ECAR/HP Summer Symposium for Higher Education IT Executives, June 11-13, 2007, Boulder, Colorado. This session presents preliminary findings from the ECAR survey …

IT Help Desk Management
January 16, 2007

This January 2007 survey informs research about the support services that higher education institutions provide to users of information technology resources. Help desks—sometimes called call ce…

IT Engagement in Research: A Baseline Study - Key Findings
August 28, 2006

This ECAR Key Findings explores the practices and perspectives of IT organizations that support the academic research enterprise. To collect, analyze, and distribute information across an expandi…

IT Engagement in Research: A Baseline Study
August 28, 2006

Abstract This ECAR study explores the practices and perspectives of IT organizations that support the academic research enterprise. To collect, analyze, and distribute information across an …

Vision, Data, and Analysis: An Administrative Structure for Decision Making
May 23, 2006

When Indiana University prioritized support to match the demands posed by an expanding environment of pervasive computing, it put its decision-making strategies to the test. This research bulleti…