EDUCAUSE | Presented at EDUCAUSE Annual Conferences and Help Desk

Integrating Incident and Problem Management with ITIL Methodologies

drupal — Fri, 28 Dec 2007 13:18:50 -0600

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.

Tech Around the Clock: Expect the Unexpected with 24 x 7 Operations

drupal — Wed, 07 Nov 2007 13:04:28 -0600

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.

The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey

drupal — Tue, 06 Nov 2007 11:04:17 -0600

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.

Adding Fun and Games to Training Programs

drupal — Tue, 30 Oct 2007 13:42:38 -0500

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.

Self-Help Clinics: A Pragmatic Approach to Student Support

drupal — Wed, 18 Oct 2006 15:56:48 -0500

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.

Applying the IT Service CMM model in a University Service Delivery Environment

drupal — Tue, 01 Nov 2005 12:34:28 -0600

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.

From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University

drupal — Tue, 01 Nov 2005 12:34:29 -0600

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.

Stretch Your Staff with a Departmental Liaison Program

drupal — Tue, 01 Nov 2005 12:34:31 -0600

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.

TechConnect: Student-to-Student Technical Help

drupal — Tue, 01 Nov 2005 12:34:30 -0600

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.

Management by Fact: Benchmarking University IT Services

drupal — Mon, 08 Nov 2004 10:51:11 -0600

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