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EDUCAUSE Library Items for ITIL

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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…
Against All Odds: A Case Study of ITIL Adoption at Rice University: October 15, 2010 | A session at the EDUCAUSE 2010 Annual Conference
Without hiring consultants, changing our org chart, or investing in massive training, we implemented ITIL processes and experienced significant ROI. We will share the tricks we used to rally the su…
Structuring the IT Organization for Cloud Services: 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…
TechQual, Budgets, and Improving Service Management: June 3, 2010 | A session at the EDUCAUSE Southeast Regional Conference 2010
The TechQual+ project provides a standard way for measuring your campus community's perceptions of your institution's information service quality. Furman University has been using the Tec…
IT Organizations: Balancing Centralized Efficiencies with Localized Needs: 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…
Firefighting and Heroics to Process and Planning: Starting Up an ITIL-Induced Organization: March 16, 2010 | A session at the EDUCAUSE Midwest Regional Conference 2010
To mature as an organization, UW–Milwaukee considered several method and process improvement frameworks and chose ITIL (Information Technology Infrastructure Library) for its best practices for I…
SUNY Learning Network: Evolving from HelpDesk: March 10, 2010 | A session at the NERCOMP Annual Conference 2010
The SUNY Learning Network HelpDesk plays an important role in the service offerings of the SUNY Learning Network as it is evolving into a single point of contact for end users who request assistanc…

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