Customer Service

EDUCAUSE Library Items for Customer Service

Service Blueprinting: Transforming the Student Experience

November 1, 2012

Mary Jo Bitner is Professor of Marketing, PetSmart Chair, and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. Amy L. O…

The Rise of Big Data in Higher Education*

March 22, 2012

“Big data” is the fine-grained information about customer experiences, organizational processes, and emergent trends generated as customers conduct normal business. The organization of t…

7 Things You Should Know About ITIL

October 5, 2010

The Information Technology Infrastructure Library (ITIL) is a framework for guiding the design and delivery of IT services. In the same way that an organization might have standards for project m…

Spotlight on Cloud Computing: Impact!

September 17, 2010

The "Cloud" suggests a soft landing, but our organizations can be hit hard by change. Early experiences are suggesting we need to examine and understand our own cultures when we select …

Making Organizational Change a Reality: Lessons from a Customer Service Initiative

October 14, 2010 | A session at the EDUCAUSE 2010 Annual Conference

Developing effective service-oriented organizations, staffed by "change hardy" individuals, is a key challenge for IT leaders. We will explain a practical model that can be used to increa…

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…

Seminar 14P - Optimizing IT Services for the Enterprise

November 3, 2009 | A session at the EDUCAUSE 2009 Annual Conference

With budgets shrinking and expectations expanding, organizational efficiency is of paramount concern to IT leaders. In this seminar, learn how Ohio State increased its portfolio of central IT servi…

Ribbons in the Sky: A Customer-Focused Approach to Implementing Change

June 2, 2009 | A session at the EDUCAUSE Southeast Regional Conference 2009

Leading and implementing a technology change does not have to be an unpleasant experience for clients or lead to strained relationships with IT. Learn how Towson University was able to successfully…

Process Review: Helping Others Help Themselves

March 11, 2009 | A session at the NERCOMP Annual Conference 2009

As campus technology begins to mature and stabilize, IT organizations can partner with functional areas to help them review their processes and leverage existing technology to improve information f…

Seminar 09A - Professional and Organizational Development: Making IT Organizations More Effective PLEASE NOTE: Separate registration and fee is required to attend this seminar.

October 28, 2008 | A session at the EDUCAUSE 2008 Annual Conference

Strengthening individual and organizational development effectiveness is a key responsibility of today's higher ed IT leaders. Our organizations are larger and more complex than ever before, a…