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EDUCAUSE Library Items for ITIL

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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…
Securing Institutional Data: Let’s Make It Everyone’s Business: 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 …
Driving Organizational Change with ITIL and a New Service Desk: April 15, 2009 | A session at the EDUCAUSE Western Regional Conference 2009
This presentation will reflect on how Cal State East Bay seized the opportunity of centralization during dire economic straits to create a new service-oriented culture. This change of direction use…
A Starting Framework for Successful ITIL Implementation: March 23, 2009 | A session at the EDUCAUSE Midwest Regional Conference 2009
The culture is slightly different and the line of business isn't what you find in the commercial world, but the road to an ITIL implementation relies on a solid foundation in higher education …
ITIL Bubbles to the Surface: Best Practices Arising from the Trenches: March 23, 2009 | A session at the EDUCAUSE Midwest Regional Conference 2009
Improvements to service management can be a grassroots endeavor. Learn how UW-Madison Division of Information Technology stumbled on ITIL. Working together on the journey to adopting our own effect…
Designing and Implementing a Five Nines Strategy: February 24, 2009 | A session at the EDUCAUSE Southwest Regional Conference 2009
What does it take to design a network, data centers, and application services to meet a 99.99% availability requirement? No more than six minutes of unplanned downtime in a year! This is not just a…
Getting Past Heroes, Silos, and Small Boxes: October 29, 2008 | A session at the EDUCAUSE 2008 Annual Conference
The public sector and higher education have been slower to embrace process-driven methodologies, best-practice frameworks, and standards than the business world. Institutions including Harvard, Yal…

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