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Presented at EDUCAUSE Annual Conferences, Help Desk, and Benchmarking

Recent library resources tagged with Presented at EDUCAUSE Annual Conferences, Help Desk, and Benchmarking.

The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey
Added by the EDUCAUSE Librarian
Title:The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey (ID: EDU07267)
Author(s):Mark C. Sheehan (EDUCAUSE)
Origin:Presented at EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations/Speeches
Abstract:

This session presents findings from the 2007 ECAR survey on IT help desk management in the U.S. and Canada. Using assessment methods derived from IT service management standards and the broader IT help desk literature, ECAR has developed a robust view of the state of the practice in this highly significant service area.

View this resource:
http://www.educause.edu/ir/library/powerpoint/EDU07267.ppsThe IT Help Desk in Higher Education: Results of the 2007 ECAR Survey
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Management by Fact: Benchmarking University IT Services
Added by the EDUCAUSE Librarian
Title:Management by Fact: Benchmarking University IT Services (ID: EDU04156)
Origin:Presented at EDUCAUSE Annual Conferences (2004)
Type:Presentations/Speeches
Abstract:A joint Stanford/MIT team developed metrics, assessed costs, and unearthed best practices from each campus. An innovative "dashboard" for the Help Desk and broad balanced scorecard for IT services provide key data. Learn about the benchmark process, metrics, and operational results. See how they can change your IT management and culture.

Winner: 2004 EDUCAUSE Quarterly Contribution of the Year Award

View this resource:
http://web.mit.edu/ist/about/benchmarking/[Off site]
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Management by Fact: MIT and Stanford Benchmark the IT Help Desk
Added by the EDUCAUSE Librarian
Title:Management by Fact: MIT and Stanford Benchmark the IT Help Desk (ID: EDU0350)
Author(s):William Clebsch (Stanford University)
Origin:Presented at EDUCAUSE Annual Conferences (2003)
Type:Presentations/Speeches
Abstract:A joint Stanford/MIT team developed metrics, assessed costs, and unearthed best practices from each campus. An innovative "dashboard" provides key data to manage the Help Desk. Learn about the benchmark process, metrics, operational change, and the results. See how they can change your IT management and culture.
View this resource:
http://www.educause.edu/ir/library/ra/EDU0350.ram
http://www.educause.edu/ir/library/powerpoint/EDU0350.pps
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