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EDUCAUSE Library Items for Help Desk

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Help for the Help Desk: January 1, 1998

Information technology organizations at colleges and universities are beleaguered by the increasing demand for desktop client support. In the past five to ten years the "computer center"…
Management by Fact: MIT and Stanford Benchmark the IT Help Desk: January 1, 2003

A joint Stanford/MIT team developed metrics, assessed costs, and unearthed best practices from each campus. An innovative "dashboard" provides key data to manage the Help Desk. Learn abou…
ERP Call Centers: Benchmarking and Implementation: December 9, 2003

This bulletin describes principles, structure, reporting structure, and best practices related to call centers specifically designed to support institution-wide applications. Based on a case stud…
Management by Fact: Benchmarking University IT Services: January 1, 2004

A joint Stanford/MIT team developed metrics, assessed costs, and unearthed best practices from each campus. An innovative "dashboard" for the Help Desk and broad balanced scorecard for IT…
Measuring the Future: MIT and Stanford Benchmark the Help Desk: May 25, 2006 | A session at the Enterprise Technology Conference 2006
Both Stanford and MIT found their help desks operated and evaluated by anecdotes rather than facts. Both campuses asked, How effective is our help desk? How does it compare to its peers? Can we use…
The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey: October 25, 2007 | A session at the EDUCAUSE 2007 Annual Conference
This session presents findings from the 2007 ECAR survey on IT help desk management in the U.S. and Canada. Using assessment methods derived from IT service management standards and the broader IT …
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 …

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