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EDUCAUSE Library Items for Customer Service

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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…
Culture Change: What IT Takes to Create a Quality Customer Service Environment: October 20, 2004 | A session at the EDUCAUSE 2004 Annual Conference
George Mason University has changed its IT culture to make providing quality customer service one of its highest priorities. This seminar will describe the IT Customer Service Standards Team, the p…
E10 Session Podcast: Phasing Out Public Computing Labs: November 1, 2010

At first blush, sustained support for public computing labs would seem to be as close to a "no brainer" as is possible in the IT space. Students love them, judging by the amount of time…
Increasing IT Value for Customers: A Challenge for Higher Education: February 28, 2006

This research bulletin is the work of a strategic project team participating in the IT Leaders Program, a leadership development initiative facilitated by MOR Associates of Watertown, Massachuset…
Iowa State University’s Business and Finance Division Project Evaluation and Implementation Methodology: June 15, 2005

As a complement to the ECAR research study called Good Enough! IT Investment and Business Process Performance in Higher Education, this case study examines the Iowa State University (ISU) formal …
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…
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…
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…
Seamanship of the CIO: Fish vs Cut Bait ... or Bail vs Abandon Ship: January 1, 2001

IT leadership in higher education can be confusing. This session will share information about management techniques and political diplomacy. We will cover developing consensus in IT strategic plann…
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…

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