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EDUCAUSE Library Items for Help Desk
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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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Reengineering Customer Assistance: The Good, the Bad, and the Ugly
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January 1, 1997
In 1995, MIT initiated a process to reengineer many of its administrative functions. A key component of the reengineering effort has been Information Systems (IS), the primary administrative unit f…
