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EDUCAUSE Library Items for Help Desk

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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 …
Structuring the IT Organization for Cloud Services: 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…
Collaborating Outsourcing of the IT Help Desk: November 5, 2009 | A session at the EDUCAUSE 2009 Annual Conference
Have you added services without adding staff or support? Is your help desk staff overly stressed trying to keep up with phone calls and e-mail? Find out how Pima Community College and Arizona State…
HELPING the Help Desk: July 20, 2009

Outsourcing and technology are elevating customer service on IT’s front line. Outsourcing and technology are elevating customer service on IT�…
Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence: April 21, 2009

This ECAR research bulletin refines the concepts of crowdsourcing and mass intelligence and provides several notable examples of their vast potential when they are used together. As higher educat…
Help Desk Outsourcing: Lessons Learned: January 7, 2009 | A session at the EDUCAUSE Mid-Atlantic Regional Conference 2009
This presentation will examine the implementation and evaluation of help desk outsourcing projects from the perspective of two colleges with different experiences and outcomes. The IT help desk pla…
IT Services Sourcing Survey: November 4, 2008

This November 2008 survey is a critical component of the EDUCAUSE Center on Applied Research (ECAR) study of IT services sourcing in higher education. The historically binary decision to self-ope…
ITIL Service Management Practices: Third Time's the Charm: 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…
ITIL at New York University: A Framework for Excellence: 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…
University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide: February 14, 2008

This 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 desk organiz…

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