Search| Browse| Contribute
Library| Blogs| Jobs| Podcasts| Wikis| Feeds
Page Location:
Home > Browse > Presented at EDUCAUSE Annual Conferences and Help Desk (13 records)
Alternate ViewsRSS

Presented at EDUCAUSE Annual Conferences and Help Desk

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

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
| | |
Send to a Friend  1410 reads

Tech Around the Clock: Expect the Unexpected with 24 x 7 Operations
Added by the EDUCAUSE Librarian
Title:Tech Around the Clock: Expect the Unexpected with 24 x 7 Operations (ID: EDU07160)
Author(s):Sheri Stahler (Temple University) and Gerald D. Hinkle (Temple University)
Origin:Presented at EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations/Speeches
Abstract:

Universities are seeing an increased demand for 24 x 7 IT operations. Temple University operates in 24-hour mode for both its help desk and student lab services. We've learned that "tech around the clock" does not mean only extra hours; it opens a new set of unexpected challenges and rewards.

View this resource:
http://www.educause.edu/ir/library/pdf/EDU07160.pdfTech around the clock
http://techcenter.temple.eduTECH Center @ Temple
[Off site]
| |
Send to a Friend  208 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
| | | | | | |
Send to a Friend  451 reads

Adding Fun and Games to Training Programs
Added by the EDUCAUSE Librarian
Title:Adding Fun and Games to Training Programs (ID: EDU07252)
Author(s):Nathan Carpenter (University of Illinois at Urbana-Champaign) and Chris Ritzo (University of Illinois at Urbana-Champaign)
Origin:Presented at EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations/Speeches
Abstract:

The CITES Help Desk at the University of Illinois at Urbana-Champaign needs an effective training program in our dynamic workplace. Learn how training games help us reinforce our traditional training, enrich the job skills of our student consultants, provide information on existing services, and foster teamwork among our staff.

View this resource:
http://www.educause.edu/ir/library/powerpoint/EDU07252A.ppsPowerpoint presentation
http://www.educause.edu/ir/library/multimedia/EDU07252B.mp3Shall we play a game?
| | | |
Send to a Friend  512 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
| |
Login to post comments  Send to a Friend  1517 reads

Applying the IT Service CMM model in a University Service Delivery Environment
Added by the EDUCAUSE Librarian
Title:Applying the IT Service CMM model in a University Service Delivery Environment (ID: EDU05094)
Author(s):Alan McCord (Lawrence Technological University) and William Wachob (Lawrence Technological University)
Origin:Presented at EDUCAUSE Annual Conferences (10/20/2005)
Type:Presentations/Speeches
Abstract:The IT Service Capability Maturity Model (ITS-CMM) is an emerging standard for assessing the capabilities of IT service organizations. We will discuss our experience in applying the ITS-CMM to an IT service delivery environment, specifically a centralized help desk. This help desk is the primary point of contact for our nearly 3,000 IT users.
View this resource:
http://www.educause.edu/ir/library/pdf/EDU05094A.pdfPaper
http://www.educause.edu/ir/library/pdf/EDU05094B.pdfSlides
| | |
Login to post comments  Send to a Friend  2471 reads

From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University
Added by the EDUCAUSE Librarian
Title:From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University (ID: EDU05129)
Author(s):Mary Ann Chianelli (Rutgers, The State University of New Jersey), John Fulton (Rutgers, The State University of New Jersey), and Frank J. Reda (Rutgers, The State University of New Jersey)
Origin:Presented at EDUCAUSE Annual Conferences (10/19/2005)
Type:Presentations/Speeches
Abstract:Rutgers University has developed a help desk request tracking application that strives to ensure excellence in customer service. This presentation will address the success story of how this in-house solution regenerated an ailing help desk, expanded, developed a following, gained momentum, and landed at the precipice of an open-source release that will potentially be a valued resource for the entire higher education community.
View this resource:
http://www.educause.edu/ir/library/powerpoint/EDU05129.pps
http://ruqueue.rutgers.edu/iso/ruqueue.isoruQueue CD image (ISO)
[Off site]
http://ruQueue.rutgers.eduruQueue web site
[Off site]
| | |
Login to post comments  Send to a Friend  2430 reads

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
| | |
Login to post comments  Send to a Friend  2248 reads

TechConnect: Student-to-Student Technical Help
Added by the EDUCAUSE Librarian
Title:TechConnect: Student-to-Student Technical Help (ID: EDU05138)
Author(s):J. Keith Fowlkes(duplicate) (The Ohio State University Newark Campus), Katarzyna Manulik (The Ohio State University Newark Campus), and Debra G. Smith (The Ohio State University Newark Campus)
Origin:Presented at EDUCAUSE Annual Conferences (10/19/2005)
Type:Presentations/Speeches
Abstract:TechConnect is an innovative student-to-student distributed help desk focused on student needs. The TechConnect coordinators are student employees who work in campus labs and provide technical help, answer questions about registration and financial aid, and assist students to fulfill class assignments that incorporate technology.
View this resource:
http://www.educause.edu/ir/library/powerpoint/EDU05138.pps
| | |
Login to post comments  Send to a Friend  2206 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]
| | | |
Login to post comments  Send to a Friend  3355 reads
12next ›last »