Presented at EDUCAUSE Annual Conferences, Support Services, and Information Technology Management and Leadership

ITIL, the Information Technology Infrastructure Library, is a process-based framework for more effectively managing IT services. Although just emergent in higher education, it has been widely adopted in industry. It is surprisingly well-suited to higher education. This session will introduce ITIL and serves as a companion to another session describing Yale's experience implementing ITIL.

The University of Sao Paolo structured a set of mechanisms for effective IT governance. This poster will present the strategies and outcomes of our initiatives to manage our complex IT infrastructure and to address the growing needs for quality IT services.

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.