Support Services - 384 Resources

Overview
Publications (154)
Presentations (219)
Policies (4)
Podcasts (7)
Blogs (4)

Overview

Publications (154)

EDUCAUSE publications address a diverse range of professional challenges in higher education IT, from updates on current developments to explorations of important overarching issues. Listed below are the full range of research, reports and other publications that EDUCAUSE and its members have written about Support Services.

Item ID	Title	Resource Category	Pub Date	Views
EQM09315	Framing Questions Lanny Arvan Articles, Papers, and Reports	EDUCAUSE Quarterly	10/29/2009	154
CSD5249	Request for Proposals for Co-Managed Central Help Desk Services Colorado Community College System RFPs	Community Recommendation	12/03/2007	575
CSD5581	With Budget Crunch Hitting IT, Time to Rethink Role? Andrew Guess Articles, Papers, and Reports	Community Recommendation	12/11/2008	593
ECM0801	IT Engagement in Research: A View of Medical School Practice Roadmap Bob Albrecht and Judith A. Pirani Articles, Papers, and Reports	ECAR	01/23/2008	871
EQM0748	Student Workers in Educational Technology Support Christoph Meier and Franziska Zellweger Moser Articles, Papers, and Reports	EDUCAUSE Quarterly	11/20/2007	1,068
ERB0918	Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365 Constance (Momi) L. Ford, Jan R. Holloway, and Sue B. Workman Articles, Papers, and Reports	ECAR	09/08/2009	1,092
ERM0952	Sweating the Assets for Smarter IT Support Sue B. Workman Articles, Papers, and Reports	EDUCAUSE Review	09/04/2009	1,105
EPS236	Building a Training Network: the Technology Liaison Program at Washington and Lee University Jeffrey L. Overholtzer Effective Practices	Community Recommendation	01/01/2004	1,147
CSD5253	University of Northern Colorado RFP for a Co-Managed Help Desk Ryan Rose RFPs	Community Recommendation	05/17/2007	1,199
EPS140	Concierge: Mobile Organizational Development David R. Feeney Effective Practices	Community Recommendation	01/01/2003	1,281
EPS138	System Administrator Group in a Distributed Support Environment Connie J. Sadler Effective Practices	Community Recommendation	01/01/2003	1,301
EPS204	IT Service Center: Project Management Strategies and Implementation Bill Balint Effective Practices	Community Recommendation	01/01/2004	1,341
EQM0747	Maximizing Student Teams to Support IT Lisa Caughron Articles, Papers, and Reports	EDUCAUSE Quarterly	11/20/2007	1,349
ECS0707	Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization Bob Albrecht and Judith A. Pirani Articles, Papers, and Reports	ECAR	12/03/2007	1,391
EQM09116	Innovations and Tragic Tories Lanny Arvan Articles, Papers, and Reports	EDUCAUSE Quarterly	03/26/2009	1,488
EPS6	Effective Use of Staff Resources through Time Tracking Roberta L. Lembke Effective Practices	Community Recommendation	01/01/2003	1,492
ERB0917	Beyond the Help Desk: Creating a Culture of Service in the IT Organization Anne Scrivener Agee and Robert Renaud Articles, Papers, and Reports	ECAR	08/25/2009	1,535
ECS0708	University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations Judith A. Pirani and Donald Z. Spicer Articles, Papers, and Reports	ECAR	12/21/2007	1,550
ECS0709	University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide Donald Z. Spicer and Judith A. Pirani Articles, Papers, and Reports	ECAR	02/14/2008	1,595
ECM0708	Service on the Front Line: The IT Helpdesk in Higher Education Roadmap Judith A. Pirani and Mark C. Sheehan Articles, Papers, and Reports	ECAR	12/03/2007	1,681
EQM08111	Operational Lessons from a Strategic Sourcing Project Adam Krob Articles, Papers, and Reports	EDUCAUSE Quarterly	02/13/2008	1,729
EQM0811	An Antidote for the Faculty-IT Divide Luke Fernandez Articles, Papers, and Reports	EDUCAUSE Quarterly	02/13/2008	1,824
ERB0908	Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence Dewitt Latimer, Kathryn Rose, Justin Sipher and Melissa Woo Articles, Papers, and Reports	ECAR	04/21/2009	1,876
CSD4117	The ResNet 2005 Survey Surveys	Community Recommendation	01/01/2005	2,068
CSD4418	Help Desk Dictionary Julie L. Mohr Tools	Community Recommendation	01/01/2006	2,165

Presentations (219)

Stepping away from the distractions of normal routine to meet with peers, share experiences, and learn together can be invaluable. EDUCAUSE places great emphasis on the face-to-face meeting experience, offering you numerous opportunities throughout the year to gather with colleagues - from small regional events and special topic meetings to large, national conferences covering the full spectrum of roles and issues important to higher education. For more information on EDUCAUSE conferences and seminars, please see our Frequently Asked Questions page. Listed below is the full range of presentations EDUCAUSE and its members tagged with Support Services

Item ID	Title	Resource Category	Pub Date	Views
E08_189212	Distributed Technology Support Presentations and Seminars	EDUCAUSE Annual	10/29/2008	11
E08_177885	A Balancing Act: How Clemson University Is Redefining Its Distributed Support Model to Address Customer Needs Presentations and Seminars	EDUCAUSE Annual	10/30/2008	29
E08_177890	A Balancing Act: How Clemson University Is Redefining Its Distributed Support Model to Address Customer Needs Presentations and Seminars	EDUCAUSE Annual	10/29/2008	46
E09_175903	Coordinated Curricular Support: Aligning Support with Student Acculturation and a Dynamic Curriculum Samuel Demas, Andrea Lisa Nixon, Joel P. Cooper Presentations and Seminars	EDUCAUSE Annual	11/04/2009	54
E09_175962	Distributed Innovation in the Decentralized Institution Doug Chase Presentations and Seminars	EDUCAUSE Annual	11/04/2009	88
NCP08077	Supporting Early Adopters and Moving Targets Patrick McNeal and Chris Gresham Presentations/Speeches	NERCOMP	03/10/2008	92
E09_175956	Connecting Students to Their Support Network Keith Solarczyk, Ruth Newberry Presentations and Seminars	EDUCAUSE Annual	11/05/2009	103
SERC09_173003	Ribbons in the Sky: A Customer-Focused Approach to Implementing Change Presentations and Seminars	Southeast Regional	06/01/2009	105
E09_175894	Federation of Peers: Bridging the "Us vs. Them" Divide Kelly Mullins, Susan L. Alexander Presentations and Seminars	EDUCAUSE Annual	11/04/2009	110
E09_175723	Research Mission Support Suresh Balakrishnan, Donald Z. Spicer Presentations and Seminars	EDUCAUSE Annual	11/04/2009	112
E09_175866	4D: Creating Multidimensional Documentation Jason Tiffin, Amy H. Berryhill Presentations and Seminars	EDUCAUSE Annual	11/05/2009	123
E09_175891	Training Faculty for Multiple Delivery Platforms Diana Fiermonte Presentations and Seminars	EDUCAUSE Annual	11/04/2009	129
ENT09_171221	Service Life Cycle: A Key to Understanding Cultural Differences Presentations and Seminars	Enterprise Technology	05/06/2009	149
E08_47780	Research Mission Support David Stack and Donald Z. Spicer Presentations/Speeches	EDUCAUSE Annual	10/29/2008	153
E09_175908	Help Desk Coverage: How the University of Kentucky Did More with (Almost) Less Peggy Akridge term:Presentations and Seminars	term:EDUCAUSE Annual	11/04/2009	162
E09_175893	How Discovering Shared Values Can Make You Happier Chris Adie term:term:term:Presentations and Seminars	term:term:term:EDUCAUSE Annual	11/04/2009	163
E09_175922	Gaining a New Perspective: The Advantages of IT Professionals Podcasting Jeff Grabb, Peter Juvinall, Eric J. Yeager, Jason Tucholke term:term:Presentations and Seminars	term:term:EDUCAUSE Annual	11/05/2009	167
MWRC09_168949	Preparing for the Rollout with the Customer in Mind: New Knowledge Creation at Purdue University Presentations/Speeches	Midwest Regional	03/31/2009	187
E09_175730	User Services Pamela Burton Presentations and Seminars	EDUCAUSE Annual	11/05/2009	194
MAC08061	How to Make Support Easier Through Effective Training Christine Mencer Presentations/Speeches	Mid-Atlantic Regional	01/15/2008	202
E09_175899	IT Service Portfolio: Building a Bridge from Both Ends Karen Van Dusen, Richard Clay Fulton, Leah Ericson, Mary L. Pretz-Lawson term:term:Presentations and Seminars	term:term:EDUCAUSE Annual	11/04/2009	206
SWRC09_48286	Balancing Acts: Making IT Work for Everyone Susan M. Zvacek and Alan Levine Presentations/Speeches	Southwest Regional	02/24/2009	214
MAC08065	Marketing on a Shoestring: A Case Study Elizabeth A. Evans Presentations/Speeches	Mid-Atlantic Regional	01/15/2008	219
NC09_48424	Centralizing Student Support for Academic Success Kevin Wong and David J. Blezard Presentations/Speeches	NERCOMP	03/11/2009	242
E09_176122	Core Data Service 2008 Results Pam Arroway term:Presentations and Seminars	term:EDUCAUSE Annual	11/05/2009	242

Policies (4)

Item ID	Title	Resource Category	Pub Date	Views
CSD3001	Help Desk Software and Hardware Support Limits Policies and Procedures	Community Recommendation	01/01/2004	3,759
CSD2631	Personal Digital Assistant (PDA) Support Policy Policies and Procedures	Community Recommendation	01/01/2002	3,778
CSD2628	Personal Digital Assistant (PDA) Support Policy Policies and Procedures	Community Recommendation	01/01/2005	3,828
CSD2632	IT Policies and Forms Policies and Procedures	Community Recommendation	01/01/2005	4,977

Podcasts (7)

Name	Views	Post date
E07 Podcast: In Plain English, Please: Effective IT Communications Play \| Show Notes \| Download (31.17 MB audio/mpeg)	781	11/15/2007
E2005 Podcast: Stretch Your Staff with a Departmental Liaison Program Play \| Show Notes \| Download (18.73 MB audio/mpeg)	3,262	02/23/2006
EDUCAUSE2006 Podcast: Keeping a Personalized Face on Support Centralization Play \| Show Notes \| Download (43.44 MB audio/mpeg)	3,335	02/23/2007
E2005 Podcast: An Enterprise-Grade Model for Classroom Technology Support Play \| Show Notes \| Download (21.05 MB audio/mpeg)	3,387	02/10/2006
E2005 Podcast: Supporting the Mobile User Play \| Show Notes \| Download (20.84 MB audio/mpeg)	3,477	03/30/2006
EDUCAUSE2006 Podcast: Fear Factor and American Idol Play \| Show Notes \| Download (29.3 MB audio/mpeg)	3,485	04/13/2007
Commoditization of Core Services: An Interview with Brian Voss and Cynthia Hadden Play \| Show Notes \| Download (11.89 MB audio/mpeg)	3,578	06/20/2007

Blogs (4)

EDUCAUSE hosts a number of blogs for its members. To view a list of all our blogs, click here.

Title	Blogger	Posted	Views
Tune In July 1: Free Web Seminar on Meeting Communications Needs in Campus Dorms	Peggy Kurkowski, EDUCAUSE	06/25/2008	493
An IT Relationship Management Roadmap - NOTES	Lida L. Larsen, EDUCAUSE	04/17/2009	498
Access Technologists Higher Education Network [ATHEN]	Daniel J. Berkowitz, Boston University	04/01/2006	3,176
What Parents Wanna Know	Susan Miltenberger, Maryland Institute College of Art	02/20/2007	3,729

Do you have a great resource that should be listed here? Email contribute@educause.edu with your recommendation!