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EDUCAUSE Library Items for Service Assessment

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Measuring User Satisfaction: Why It’s Important and How to Do It - Infographic: August 16, 2012

As institutions look to reduce or contain costs, CIOs, institutional leaders, and service managers are challenged to optimize service delivery based on costs, features, and quality. Evaluating se…
ITSM Governance: Moving Ahead and Staying on the Rails: March 13, 2013 | A session at the NERCOMP Annual Conference
Perhaps the only thing more challenging than starting a service management initiative is keeping it going. After implementing some ITIL processes, how do you maintain momentum, build on successes, …
ECAR Research Tour: The Year in Review: March 19, 2013 | A session at the Midwest Regional Conference
Where does higher education stand in terms of analytics maturity, and what actions are needed to take it to the next level? How does your institution fare in providing students with the technologie…
Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes: April 27, 2012

This group of case studies from the United Kingdom organization, Leadership Foundation for Higher Education, focuses on the UK higher education student experience. "The student experience …
Measuring User Satisfaction: Why It’s Important and How to Do It: August 2, 2012

Key Findings Institutional leaders, CIOs, and service managers are focused on service delivery. Understanding the user perspective is instrumental in making good decisions about service sou…
On Expectations and Metrics: June 6, 2012

Martin Klubeck is a Strategy and Planning Consultant in the Office of Information Technologies at the University of Notre Dame. Key Takeaways The concept of "expectations…
Setting the Stage for Innovation: A Discussion of Insights from the MISO Survey: February 15, 2012 | A session at the EDUCAUSE Learning Initiative 2012 Annual Meeting
At a time when resources remain scarce, IT organizations and libraries must draw extensively upon evidence and analysis to guide us as we seek to support innovation in teaching, learning, and schol…
From Learning Commons to Learning Outcomes: Assessing Collaborative Services and Spaces: September 27, 2011

This ECAR research bulletin reviews six recent user studies of the commons model on different campuses , with three highlighted as exemplars. While the studies used varying methodologies, t…
Evaluating IT and Library Services with the MISO Survey: July 26, 2011

This ECAR research bulletin offers a detailed look at the Measuring Information Service Outcomes (MISO) Survey. Following a description of the underlying survey methodology, this bulletin …
Updating the Value Proposition: Using Services to Define Your IT Organization: March 14, 2011 | A session at the EDUCAUSE Midwest Regional Conference 2011
The recent budget crisis has led many organizations to reevaluate what they do and how they do it. Being able to articulate the value of your IT organization to all campus constituents is essential…

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