service level agreements

EDUCAUSE Center for Applied Research (ECAR) has published the new study, Service on the Front Line: The IT Help Desk in Higher Education. This study explores the information technology (IT) help desk as a complex enterprise operating within a dynamic environment that includes the goals and culture of the central IT organization, the resources and services of the help desk, service level agreements between help desks and their clients, practices for evaluating and improving help desk services, and the perceived success of the help desk organization. Findings are related to the principles and practices of IT service management literature.