Main Nav

Beyond the Help Desk: Creating a Culture of Service in the IT Organization

Tuesday, August 25, 2009

Abstract

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 service within those organizations. Inspired by Mark Sheehan’s 2007 ECAR study, Service on the Front Line: The IT Help Desk in Higher Education, the authors explore how the broader group of IT and library staff members understood the service culture of their organizations. The strategies for the early part of the plan included a survey of staff to establish a baseline understanding of staff perceptions as well as a literature search to find good models in higher education and in other service industries.

Citation for this work: Agee, Anne Scrivener and Robert Renaud. “Beyond the Help Desk: Creating a Culture of Service in the IT Organization.” (Research Bulletin, Issue 17). Boulder, CO: EDUCAUSE Center for Analysis and Research, 2009, available from http://www.educause.edu/ecar.

Download This Resource

Tags from the EDUCAUSE Library

Tags from the Community

Close
Close


EDUCAUSE Connect
View dates and locations

Events for all Levels and Interests

Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.

Close

EDUCAUSE Institute
Leadership/Management Programs
Explore More

Career Center


Leadership and Management Programs

EDUCAUSE Institute
Project Management

 

 

Jump Start Your Career Growth

Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.

 

Close
EDUCAUSE organizes its efforts around three IT Focus Areas

 

 

Join These Programs If Your Focus Is

Close

Get on the Higher Ed IT Map

Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.
 

 

Close

2014 Strategic Priorities

  • Building the Profession
  • IT as a Game Changer
  • Foundations


Learn More >

Uncommon Thinking for the Common Good™

EDUCAUSE is the foremost community of higher education IT leaders and professionals.