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Leading and Partnering from the Inside Out
April 18, 2013 | A session at the Enterprise IT Leadership Conference 2013

At Indiana University, a co-management model of IT services at the School of Engineering and Technology, the Geology Department and at the School of Environmental and Public Affairs with central …

Using Self-Managing Teams to Improve Service Delivery: A Case Study from JHU
April 17, 2013 | A session at the Enterprise IT Leadership Conference 2013

Our Student and Administrative Solutions team, which is responsible for supporting our SIS and other related services, was challenged with a multitude of internal issues that were starting to erode…

IT Service Management
December 15, 2009

  The evolving technologies committee is charged with identifying and monitoring evolving technologies and their impact on higher education institutions. This submission is on IT…

Who Needs a Help Desk, Anyway?
March 13, 2013 | A session at the NERCOMP Annual Conference

When the speaker was hired as Vermont Law School's CTO in September 2011, shortly after Tropical Storm Irene in which the school's data center suffered a catastrophic heat event, he ann…

E-Terns: What Every Campus Needs to Pull Off a Technology Revolution
March 12, 2013 | A session at the NERCOMP Annual Conference

Student aids, IMOs, e-portfolio "e-terns": call them what you want, but be sure to have them on hand if you want technology to take off on your campus. With new technologies arriving co…

Framing Questions
October 29, 2009

Sunsetting IT Services “Something unpleasant is coming when men are anxious to tell the truth.” — Benjamin Disraeli This piece offers a simple, if painful, message: Developing…

Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365
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…

Sweating the Assets for Smarter IT Support
September 4, 2009

©2009 Sue B. Workman. The text of this article is licensed under the Creative Commons Attribution 3.0 License. ( ). EDUCAUSE Review, vol. 44,…

Beyond the Help Desk: Creating a Culture of Service in the IT Organization
August 25, 2009

This ECAR research bulletin describes strategies used by the IT organizations at the University of Massachusetts Boston and Dickinson University to develop a plan for improving the culture of ser…

A New Model for Extending Technical Support across Higher Education Institutions
March 19, 2013 | A session at the Midwest Regional Conference

See how Ivy Tech Community College and Indiana University combined efforts to provide centralized support to all their 300,000 plus constituents. This interinstitutional leveraging of support ser…


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