Main Nav

University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide

Thursday, February 14, 2008


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 the University of North Carolina at Chapel Hill to demonstrate how the central IT help desk can become an integrating support organization in the context of a large, decentralized university.

Citation for this work: Spicer, Donald Z., and Judith A. Pirani. "University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide" (Case Study 9). Boulder, CO: EDUCAUSE Center for Analysis and Research, 2007, available from

Download This Resource

Tags from the EDUCAUSE Library

Tags from the Community


Annual Conference

October 27–30
Save the Date

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.


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.


EDUCAUSE organizes its efforts around three IT Focus Areas



Join These Programs If Your Focus Is


Get on the Higher Ed IT Map

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



2015 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.