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Service on the Front Line: The IT Helpdesk in Higher Education Roadmap
December 3, 2007

This ECAR roadmap synthesizes the important issues and recommended actions drawn from the 2007 study, Service on the Front Line: The IT Helpdesk in Higher Education. The study explores the inform…

Service on the Front Line: The IT Help Desk in Higher Education – Key Findings
December 3, 2007

This document presents the key findings of the ECAR study, Service on the Front Line: The IT Help Desk in Higher Education. This 2007 ECAR research study explores the information technology (IT) …

Preliminary Findings: ECAR Help Desk Study, 2007
June 12, 2007

Presentation at the Sixth Annual ECAR/HP Summer Symposium for Higher Education IT Executives, June 11-13, 2007, Boulder, Colorado. This session presents preliminary findings from the ECAR survey …

Vision, Data, and Analysis: An Administrative Structure for Decision Making
May 23, 2006

When Indiana University prioritized support to match the demands posed by an expanding environment of pervasive computing, it put its decision-making strategies to the test. This research bulleti…

Supporting E-Learning in Higher Education
October 20, 2002

This is the October 2002 ECAR survey instrument used for ECAR Research Study on Supporting E-Learning in Higher Education. This is the October 20…

An Architecture for Evolving IT Customer Service
July 5, 2005

As a sequel to the ECAR research bulletin "Customer-Centered IT Support: Foundations, Principles, and Systems" by the same authors, this bulletin describes the philosophy behind Indiana…

Customer-Centered IT Support: Foundations, Principles, and Systems
November 9, 2004

To meet the IT support demands of more than 98,000 students and 15,000 faculty and staff across eight campuses, Indiana University developed a fully integrated Online Support Environment (OSE) th…

Supporting E-Learning in Higher Education Roadmap
July 1, 2004

Supporting E-Learning in Higher Education Roadmap is the result of 10 months of collaborative research conducted by ECAR and IDC to learn about evolving student and instructor support requirement…

Supporting E-Learning in Higher Education Key Findings
July 16, 2003

Supporting E-Learning in Higher Education is the summary of a result of 10 months of collaborative research conducted by ECAR and IDC to learn about evolving student and instructor support re…

Supporting e-Learning at Virginia Polytechnic Institute and State University
July 16, 2003

This case study derives from research conducted for the ECAR research study called "Supporting E-Learning in Higher Education" published in 2003. Conducted by ECAR and IDC, the research…