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Information Technology Management and Leadership (10)
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EDUCAUSE Library Items for IT Effectiveness

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Measuring User Satisfaction: Why It’s Important and How to Do It - Infographic: August 16, 2012

As institutions look to reduce or contain costs, CIOs, institutional leaders, and service managers are challenged to optimize service delivery based on costs, features, and quality. Evaluating se…
Measuring User Satisfaction: Why It’s Important and How to Do It: August 2, 2012

Key Findings Institutional leaders, CIOs, and service managers are focused on service delivery. Understanding the user perspective is instrumental in making good decisions about service sou…
EDUCAUSE Core Data Service 2006 Results: October 26, 2007 | A session at the EDUCAUSE 2007 Annual Conference
This session will summarize the highlights from the 2006 EDUCAUSE Core Data Service survey data. These analyses will identify key findings, important trends, and similarities and differences across…
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 …
EDUCAUSE Core Data Service: Fiscal Year 2006 Summary Report: October 8, 2007

EDUCAUSE Core Data Service Fiscal Year 2006 Summary Report summarizes much of the data collected through the 2006 EDUCAUSE core data survey about campus information technology (IT) en…
An Integrated Digital Campus Delivers ROI and VOI: January 1, 2007

Good Ideas An Integrated Digital Campus Delivers ROI and VOI Integrating our digital campus brought together services, processes, and the campus community while delivering substantial retur…
Doing More with Less: Finding Solutions That Don't Cost a Bundle: March 21, 2006 | A session at the NERCOMP Annual Conference 2006
Budgets are flat, demand is increasing, adding more staff isn't feasible, and cutting support is scary. Learn how Hamilton College adjusted its support models in three key areas (Help Desk, Fa…
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…
What Do Information Technology Support Services Really Cost?: January 1, 1998

Leaders of IT organizations are troubled by the lack of reliable benchmarks or comparative data on which to base decisions about support services. Presidents are mystified by total cost of ownershi…
What Do Information Technology Support Services Really Cost?: January 1, 1998

Leaders of IT organizations are troubled by the lack of reliable benchmarks or comparative data on which to base decisions about support services. Presidents are mystified by total cost of ownershi…

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