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- ITIL [x]
- Information Technology Management and Leadership (7)
- Support Services (5)
- Help Desk (4)
- Outsourcing (3)
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- IT Organization (2)
- Leadership (2)
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EDUCAUSE Library Items for ITIL
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Making IT Governance Work
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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…
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Structuring the IT Organization for Cloud Services
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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…
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IT Organizations: Balancing Centralized Efficiencies with Localized Needs
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May 4, 2010
This ECAR research bulletin outlines an approach for rethinking the structure for delivery of IT services in colleges and universities that have multiple IT groups. It examines where in the inst…
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Beyond the Help Desk: Creating a Culture of Service in the IT Organization
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August 25, 2009
This ECAR research bulletin describes strategies used by the IT organizations at the University of Massachusetts Boston and Dickinson University to develop a plan for improving the culture of ser…
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Securing Institutional Data: Let’s Make It Everyone’s Business
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May 5, 2009
This ECAR research bulletin discusses the costs of preventing data loss in terms of people, processes, and technology. It focuses on principles to guide decision making in higher education and …
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ITIL Service Management Practices: Third Time's the Charm
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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…
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ITIL at New York University: A Framework for Excellence
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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…
