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EDUCAUSE Library Items for Help Desk
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ITIL at New York University: A Framework for Excellence
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April 17, 2008
This ECAR case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education , which examines the state of higher education help des…
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ITIL Service Management Practices: Third Time's the Charm
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July 7, 2008
Since its inception, the Information Technology Infrastructure Library (ITIL) has remained the most widely recognized and adopted framework for IT service management. The many benefits of ITIL h…
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Driving Organizational Change with ITIL and a New Service Desk
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April 15, 2009
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A session at the EDUCAUSE Western Regional Conference 2009
This presentation will reflect on how Cal State East Bay seized the opportunity of centralization during dire economic straits to create a new service-oriented culture. This change of direction use…
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Beyond the Help Desk: Creating a Culture of Service in the IT Organization
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August 25, 2009
This ECAR research bulletin describes strategies used by the IT organizations at the University of Massachusetts Boston and Dickinson University to develop a plan for improving the culture of ser…
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SUNY Learning Network: Evolving from HelpDesk
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March 10, 2010
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A session at the NERCOMP Annual Conference 2010
The SUNY Learning Network HelpDesk plays an important role in the service offerings of the SUNY Learning Network as it is evolving into a single point of contact for end users who request assistanc…
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Structuring the IT Organization for Cloud Services
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June 15, 2010
This ECAR research bulletin is based on recent ECAR research on the continuing evolution of the IT help desk and the ramifications of above-campus services and cloud computing for higher educati…
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Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes
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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 …
