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EDUCAUSE Library Items for ITIL

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Changing the Culture of an IT Organization, Whirlwind Style: April 11, 2013

Yale’s IT organization is in transformation mode. The journey over the past 18 months has covered everything: a major reorganization; a top-to-bottom and side-to-side implementation of ITI L…
ITSM Governance: Moving Ahead and Staying on the Rails: March 13, 2013 | A session at the NERCOMP Annual Conference
Perhaps the only thing more challenging than starting a service management initiative is keeping it going. After implementing some ITIL processes, how do you maintain momentum, build on successes, …
Processes That Transform and Unite the IT Organization: February 13, 2013 | A session at the West/Southwest Regional Conference
Discover how the University of Texas at Arlington is leveraging ITIL to transform and unite its IT organization. In this session, basic ITIL processes will be reviewed. Participants will explore …
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 …
Reengineering in Virginia: Using Technology to Make IT Happen: May 18, 2012 | A session at the Enterprise IT Leadership Conference 2012
Virginia's community colleges, a system of 23 community colleges on 40 campuses, faces the same issues as other higher education institutions across our nation: unprecedented enrollment and de…
A Collaborative Product: How Working Together Can Increase Effectiveness and Efficiency: June 2, 2011 | A session at the EDUCAUSE Southeast Regional Conference 2011
Collaboration: we all know we should do it. But how? With whom? Can we actually accomplish something better, or more, with more people involved? This presentation will give concrete examples of how…
A Service Management Journey: "That's All Well and Good in Practice, but How Well Does It Work in Theory?": March 16, 2011 | A session at the EDUCAUSE Midwest Regional Conference 2011
In early 2010, the University of Chicago's IT Services group launched a broad initiative to improve client communication and interaction, improve IT services delivery processes, and optimize I…
7 Things You Should Know About ITIL: October 5, 2010

The Information Technology Infrastructure Library (ITIL) is a framework for guiding the design and delivery of IT services. In the same way that an organization might have standards for project m…
Making IT Governance Work: October 5, 2010

This ECAR research bulletin details the strategic approach to IT governance currently in practice at Nottingham Trent University in the UK. With applicability to higher education institutions gl…
TechQual, Budgets, and Improving Service Management: October 14, 2010 | A session at the EDUCAUSE 2010 Annual Conference
This presentation looks at how Furman University used TechQual surveys to measure how our community's perceptions of service quality changes as we implemented ITIL service management best prac…

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