Main Nav

Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization

Monday, December 3, 2007

Abstract

This 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 desk organizations, services, tools, resources, and management practices and how these and assorted other measures are related to desirable help desk outcomes. ECAR undertook this case study of Bowdoin College and Colgate University to demonstrate how the help desk can be used strategically as a revitalization tool and to assess its subsequent impact upon the IT organization and the institution at large.

Citation for this work: Albrecht, Bob, and Judith A. Pirani. "Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization" (Case Study 7). Boulder, CO: EDUCAUSE Center for Analysis and Research, 2008, available from http://www.educause.edu/ecar.

Download This Resource

Tags from the EDUCAUSE Library

Tags from the Community

Close
Close


Annual Conference
September 29–October 2
Register Now!

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

Digital Badges
Member recognition effort
Earn yours >

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.