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Information Technology Management and Leadership (7)
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EDUCAUSE Library Items for Customer Service

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Seminar 02F - Service Layers, Not Centralized or Decentralized: How to Make It Work PLEASE NOTE: Separate registration and fee is required to attend this seminar.: October 18, 2011 | A session at the EDUCAUSE 2011 Annual Conference
Universities that employ both centralized and decentralized staff often report unacceptable and frustrating levels of conflict between these groups. This session will present a conceptual framework…
A Balancing Act: How Clemson University Is Redefining Its Distributed Support Model to Address Customer Needs: October 30, 2008 | A session at the EDUCAUSE 2008 Annual Conference
This presentation will outline the approach and plan Clemson Computing and Information Technology established for deploying an enhanced distributed support model to address the diversity of univer…
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…
The Power of Two: Providing Exceptional Information Technology Services Through Shared Responsibility: March 24, 2009 | A session at the EDUCAUSE Midwest Regional Conference 2009
Oakland University, a midsized public university with approximately 18,000 students, successfully divides responsibility for IT service and support between centralized and divisional/college suppor…
Supporting Academic Needs: A Strategic Customer Care/Sustainable Support Model: January 17, 2007 | A session at the EDUCAUSE Mid-Atlantic Regional Conference 2007
This presentation will outline and present the results of a successful support model for specialized academic needs, resulting in better managed projects; improved compliance, standardization, and …
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…
Decentralizing Support Services: It's All About Relationships: June 19, 2006 | A session at the EDUCAUSE Southeast Regional Conference 2006
Towson University reorganized its desktop/client support from a highly centralized approach to a decentralized model: three precincts, two virtual support teams, and a strong liaison program with o…

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