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EDUCAUSE Library Items for Customer Service
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Service Blueprinting: Transforming the Student Experience
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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…
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The Rise of Big Data in Higher Education*
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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…
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E10 Session Podcast: Phasing Out Public Computing Labs
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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…
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Making Organizational Change a Reality: Lessons from a Customer Service Initiative
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October 14, 2010
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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…
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7 Things You Should Know About ITIL
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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…
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Spotlight on Cloud Computing: Impact!
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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 …
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Seminar 14P - Optimizing IT Services for the Enterprise
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November 3, 2009
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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…
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Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365
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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…
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Ribbons in the Sky: A Customer-Focused Approach to Implementing Change
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June 2, 2009
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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…
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Process Review: Helping Others Help Themselves
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March 11, 2009
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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…
