Presented at EDUCAUSE Annual Conferences, Outsourcing, and EDUCAUSE2007

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.

This session will discuss Northwestern University's recent investigation to determine which external vendor might be suitable to provide e-mail and other student collaboration services for our student community. The process included vendor review and hours of working through the institutional process to arrive at an acceptable conclusion.