Documents Contributed by ECAR, Support Services, and Roadmaps

This ECAR roadmap synthesizes the important issues and recommended actions drawn from the 2008 study, IT Engagement in Research: A View of Medical School Practice, by Mark R. Nelson. This ECAR research study was designed in collaboration with the Association of American Medical Colleges to analyze the practices and perspectives of IT organizations that support the academic research enterprise in medical schools and colleges. As the potential of biotechnology, proteomics, informatics, computational genomics, and other IT-intensive disciplines continue to offer breakthroughs in medicine, research in these fields requires greater and higher-level technology resources for infrastructure as well as IT support and services. The study is based on the results of a January 2007 web-based survey sent to 125 medical schools and colleges in the United States, as well as qualitative interviews with leaders at 10 institutions.

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 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, and they are based on a literature review to identify issues and establish the research questions, consultation with selected higher education chief information officers, a quantitative survey of IT administrators at 454 colleges and universities in the EDUCAUSE database, qualitative interviews with 36 executives at 24 institutions, and four case studies about help desk and service management practices at a total of five higher education institutions.