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Presented at EDUCAUSE Annual Conferences, Help Desk, and Centralized and Decentralized Support

Recent library resources tagged with Presented at EDUCAUSE Annual Conferences, Help Desk, and Centralized and Decentralized Support.

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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Soothing the Many-Headed Beast: How to Support Everything with Limited Resources
Added by the EDUCAUSE Librarian
Title:Soothing the Many-Headed Beast: How to Support Everything with Limited Resources (ID: EDU0161)
Author(s):Brian Scott (Virginia Tech)
Source:Virginia Tech
Origin:Presented at EDUCAUSE Annual Conferences (2001)
Type:Presentations/Speeches
Abstract:With 30 years of experience, Virginia Tech's 4Help provides 24x7 support for students, faculty, staff, alumni, and distance learners. To support an ever-changing technology base, 4Help brings together university groups, vendor resources, and homegrown solutions. Explore 4Help's support model, including the call center, help desk, knowledge base, and residential programs.
View this resource:
http://www.educause.edu/ir/library/pdf/EDU0161.pdf
http://www.educause.edu/ir/library/ra/EDU0161.ram
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