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Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes
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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 …
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Good News: We're Open 24/7!
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March 30, 2011
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A session at the NERCOMP Annual Conference 2011
Or is it good news that we're open 24/7? Moving Tier 1 technical support outside your institution is like starting a new help desk. Some say it's the more cost-effective way to providing …
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The Benefits of Real-Time Remote Support
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March 9, 2010
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A session at the NERCOMP Annual Conference 2010
In this session, senior IT leaders from the University of Massachusetts and Sage Colleges will detail the success of delivering IT support services 24 hours a day to tens of thousands of users in d…
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Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365
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September 8, 2009
This ECAR research bulletin discusses the decision by the information technology organization at Indiana University (IU) to form an IT team dedicated to VIP support. It reviews the challenges of…
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Collaborating Outsourcing of the IT Help Desk
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November 5, 2009
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A session at the EDUCAUSE 2009 Annual Conference
Have you added services without adding staff or support? Is your help desk staff overly stressed trying to keep up with phone calls and e-mail? Find out how Pima Community College and Arizona State…
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Crowdsourcing the IT Help Desk: A Cloud Approach to Mass Intelligence
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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…
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Knowledge as a Service: Texas Woman's University Enterprise Knowledgebase Project
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February 25, 2009
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A session at the EDUCAUSE Southwest Regional Conference 2009
Knowing that students look to the web for many services, Texas Woman's University IT help desk launched a knowledgebase self-service solution, Just Ask I.T. The success of Just Ask I.T. led to…
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SupportU 24 x 7: Implementing and Maintaining a Co-Managed Help Desk
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February 26, 2009
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A session at the EDUCAUSE Southwest Regional Conference 2009
The Technical Support Center at the University of Northern Colorado has been transitioning from a necessary evil (help desk) into a strategic, value-added organization (technical support center). T…
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ITIL at New York University: A Framework for Excellence
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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…
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The Help Desk as a Pivot Point for IT Agility
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March 18, 2008
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A session at the EDUCAUSE Midwest Regional Conference 2008
In 2007, ECAR conducted a study of help desk management tools and practices in higher education information technology. This session looks at the study's findings as they reflect the help desk…
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