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Presented at EDUCAUSE Annual Conferences, Help Desk, Presentations/Speeches, and Support Services

Recent library resources tagged with Presented at EDUCAUSE Annual Conferences, Help Desk, Presentations/Speeches, and Support Services.

Are You Ready? A Systematic Approach to Training New Help Desk Staff
Added by the EDUCAUSE Librarian
Title:Are You Ready? A Systematic Approach to Training New Help Desk Staff (ID: E08_47619)
Author(s):Allison K. Catlin (Simmons College) and Susan Lees (Simmons College)
Origin:Presented at EDUCAUSE Annual Conferences (10/30/2008)
Type:Presentations/Speeches
Abstract:

The Simmons Help Desk mentors and trains new students and regular staff through a comprehensive online and hands-on training program. Topics cover technical baselines and also Simmons-specific policies and procedures. Staff are assessed through observation, quizzes, and metrics. As a result, technicians provide consistent, high-quality service.

View this resource:
http://www.educause.edu/sites/default/files/library/presentations/E08/SESS095/Are%2BYou%2BReady%2Bto%2BTrain%2BHD%2BStaff.pdfPresentation on the Simmons College Help Desk new hire training program. Created and delivered by Susan Lees and Allison Catlin.
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Send to a Friend  185 reads

Integrating Incident and Problem Management with ITIL Methodologies
Added by the EDUCAUSE Librarian
Title:Integrating Incident and Problem Management with ITIL Methodologies (ID: EDU07149)
Author(s):William Cunningham (Yale University)
Origin:Presented at EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations/Speeches
Abstract:

Yale University is implementing two ITIL processes: incident and problem management. This presentation will discuss our incident and problem management design projects, including the maturation of the help desk to an ITIL service desk, the benefits of clearly distinguishing incidents and problems, and measuring process effectiveness.

View this resource:
http://www.educause.edu/ir/library/pdf/EDU07149A.pdf
http://www.educause.edu/ir/library/pdf/EDU07149B.pdf
http://www.educause.edu/ir/library/pdf/EDU07149C.pdf
http://www.educause.edu/ir/library/pdf/EDU07149D.pdf
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Send to a Friend  1733 reads

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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Send to a Friend  522 reads

Self-Help Clinics: A Pragmatic Approach to Student Support
Added by the EDUCAUSE Librarian
Title:Self-Help Clinics: A Pragmatic Approach to Student Support (ID: EDU06226)
Author(s):Kimberly Brookes (Simmons College) and Susan Lees (Simmons College)
Origin:Presented at EDUCAUSE Annual Conferences (10/10/2006)
Type:Presentations/Speeches
Abstract:The Self-Help Clinic is a way to educate and enable Simmons students in the management of their own technology. Attendees sign a release acknowledging that help desk staff will provide guidance, but that they are responsible for their own computers and for the work done during the clinic.
View this resource:
http://my.simmons.edu/services/technology/helpdesk/antivirus/disinfect-protect/Disinfect & Protect: Antivirus and other tools for safe computing
[Off site]
http://connect.educause.edu/blog/carie417/e2006_podcast_self_help_clinics/16726Podcast of Session
http://www.educause.edu/ir/library/pdf/EDU06226.pdfSelf-Help Clinic presentation
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Stretch Your Staff with a Departmental Liaison Program
Added by the EDUCAUSE Librarian
Title:Stretch Your Staff with a Departmental Liaison Program (ID: EDU05170)
Author(s):Andrew C. Lawlor (Edinboro University of Pennsylvania) and Dennis J. Bradley (Edinboro University of Pennsylvania)
Origin:Presented at EDUCAUSE Annual Conferences (10/19/2005)
Type:Presentations/Speeches
Abstract:With the continual growth in technology, a complement to the help desk support model was sought to provide training and expertise within the departments without adding to the complement or redistributing scarce resources. The Departmental Liaison program was developed to capitalize on the informal departmental networks of technical expertise.
View this resource:
http://www.educause.edu/ir/library/powerpoint/EDU05170.pps
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Login to post comments  Send to a Friend  2254 reads

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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