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EDUCAUSE Library Items for ITIL

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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…
Change Is Evil: 'Tis Better to Die: March 16, 2010 | A session at the EDUCAUSE Midwest Regional Conference 2010
ITSM, and ITIL in particular, can offer solutions for IT service, if organizations can change to meet their goals. It is far easier to change a software program than a person's behavior. This …
IT Service Management: December 15, 2009

The evolving technologies committee is charged with identifying and monitoring evolving technologies and their impact on higher education institutions. This submission is on IT S…
Beyond the Help Desk: Creating a Culture of Service in the IT Organization: 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…
Sustainable Governance: Transforming IT from an Oral to a Written Culture: June 1, 2009 | A session at the EDUCAUSE Southeast Regional Conference 2009
Wake Forest University's Information Systems department began writing down its procedures and establishing formal approval mechanisms, supported by ITIL guidance, which resulted in fewer meeti…

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