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EDUCAUSE Library Items for Student Technology Use

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Structuring the IT Organization for Cloud Services: June 15, 2010

This ECAR research bulletin is based on recent ECAR research on the continuing evolution of the IT help desk and the ramifications of above-campus services and cloud computing for higher educati…
Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence: April 21, 2009

This ECAR research bulletin refines the concepts of crowdsourcing and mass intelligence and provides several notable examples of their vast potential when they are used together. As higher educat…
IT Services Sourcing Survey: November 4, 2008

This November 2008 survey is a critical component of the EDUCAUSE Center on Applied Research (ECAR) study of IT services sourcing in higher education. The historically binary decision to self-ope…
ITIL Service Management Practices: Third Time's the Charm: July 7, 2008

Since its inception, the Information Technology Infrastructure Library (ITIL) has remained the most widely recognized and adopted framework for IT service management. The many benefits of ITIL h…
Recasting the Centralization-Decentralization Debate: Advancing the Innovation Support Cycle: May 13, 2008

This research bulletin explores the importance of focusing on innovation in decision-making about IT. Acknowledging the apparent dichotomy between the efficient use of resources in a centralized …
ITIL at New York University: A Framework for Excellence: April 17, 2008

This ECAR 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 des…
University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide: 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 organiz…
The Upward Trail: Success Factors in Help Desk Management: December 6, 2007

Presentation at the Sixth Annual ECAR Symposium, December 5-7, 2007, in Boca Raton, Florida. The 2007 ECAR help desk study, Service on the Front Line: The IT Help Desk in Higher Education, identi…
University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations: December 21, 2007

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 organiz…
Help Desk Sourcing Options: One University’s Solution: December 4, 2007

This research bulletin discusses the factors that drove Roosevelt University's decision to "co-source" the information technology (IT) help desk, the unique challenges raised by th…

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