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BYOD and Get Walk-in Service: April 1, 2013

Key Takeaways Boise State University, a large commuter school, has emphasized use of personal mobile devices for learning both in and out of the classroom. From the perspectiv…
"Flip IT! Flip IT Good!" User-Centered Solutions Create Success: February 13, 2013 | A session at the West/Southwest Regional Conference
You've heard of flipping houses, even classrooms, but what about a help desk? Web services? Incorporating user-centered design into a help desk remodel yielded a better user experience and pro…
Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes: April 27, 2012

This group of case studies from the United Kingdom organization, Leadership Foundation for Higher Education, focuses on the UK higher education student experience. "The student experience …
The IT Help Desk: From Reaction to Engagement: May 31, 2012 | A session at the Southeast Regional Conference
We'll detail, in three parts, how the help desk at UNC Charlotte moved from a reactive to proactive organization while engaging campus and the surrounding communities in the process. We'…
Transforming Data Management with Microsoft SharePoint: Practical Approaches to Get Your Institution Started: June 1, 2012 | A session at the Southeast Regional Conference
Microsoft SharePoint is a powerful collaboration platform that enables IT to deploy quick and custom solutions to meet organizational and institutional needs. In this session, representatives from …
Merging User Support Services: Technology Help and Library Circulation: March 14, 2012 | A session at the NERCOMP Annual Conference 2012
SUNY Cortland IT and Library Services report to the CIO. User support was distributed across the whole organization. Users, especially students, asked for assistance wherever they were, most often …
Extending the Help Desk across the Enterprise: March 13, 2012 | A session at the NERCOMP Annual Conference 2012
How can IT move from the periphery toward a more strategically aligned function of the enterprise? One way is through partnerships that leverage the ITs strengths and assets to meet strategic goals…
Good News: We're Open 24/7!: March 30, 2011 | A session at the NERCOMP Annual Conference 2011
Or is it good news that we're open 24/7? Moving Tier 1 technical support outside your institution is like starting a new help desk. Some say it's the more cost-effective way to providing …
Making Room for Yes: It Starts at the Top: August 24, 2010

This ECAR research bulletin provides some practical suggestions on how IT can become a valued partner in the mission of the institution by creating a culture of yes . Doing so requires strong…
Core Data Service 2009 Results: October 14, 2010 | A session at the EDUCAUSE 2010 Annual Conference
This session will summarize the highlights from the 2009 EDUCAUSE Core Data Service survey data. In particular, it will cover key findings, important trends, and similarities and differences across…

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