EDUCAUSE | Presented at EDUCAUSE Annual Conferences and Centralized and Decentralized Support

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.

Charting the IT Path: Unifying IT Strategic Planning with Central and Decentralized IT Goals

drupal — Tue, 30 Oct 2007 13:42:39 -0500

While the challenge of IT strategic planning might be similar across institutions, the individual approaches used are influenced by many factors including those unique to an institution. SMU's approach for an IT strategic plan takes into consideration the desire for one unified plan that includes the goals and objectives of both centralized and decentralized IT.

Building Effective Relationships Between Central and Decentralized IT Units on Campus

drupal — Wed, 18 Oct 2006 15:56:47 -0500

The complexity of information technology necessitates both central and decentralized support organizations at universities. Centrally supported enterprise systems offer efficiencies, whereas decentralized local support fosters rapid adoption and innovation. How can institutions effectively leverage central and decentralized IT units? This panel will explore how several universities are approaching this problem.

Fiscal Gain Without Political Pain: Keeping a Personalized Face on Support Centralization

drupal — Wed, 18 Oct 2006 15:56:50 -0500

Oregon State University and the University of Washington have taken fresh approaches to providing centralized desktop support. Presenters will share their approaches in implementing cost-recovery models for desktop support, including challenges and implementation strategies that have resulted in effective, immediate economies of scale.

Implementing IT Shared Services in a Research-Led University Without Limiting Innovation

drupal — Wed, 18 Oct 2006 15:56:51 -0500

Evidence indicates that implementing IT shared services across an organization can significantly improve cost effectiveness and minimize risk. But in an organization such as a research-led university, which values both research and innovation, there can be fierce resistance to such an initiative. This presentation will describe how a leading research university is implementing IT shared services.

Milking the Model: Getting the Most Out of Integration and Centralization

drupal — Wed, 18 Oct 2006 15:56:47 -0500

Griffith University has a very mature, integrated, converged, and centralized model for the delivery of information services (library, IT, and e-learning). This presentation will describe the Griffith model, highlighting the benefits it provides and factors facilitating its success, and will conclude with speculation on further development of the model in the future.

Core Service Teams as Agents of Culture Change

drupal — Mon, 08 Nov 2004 10:41:25 -0600

Rather than prolonging the struggles between centralized and decentralized units, new core service teams, primarily led and staffed by stakeholders outside of the computer center, are collaboratively defining the next generation of technology services to meet the needs of at least 85% of the university community.

The Business of Offering Customized Departmental Support Contracts

drupal — Wed, 30 Jul 2003 14:42:20 -0500

Providing customized computing support to approximately 70,000 students, faculty, and staff at the University of Texas at Austin is a challenge. UT Austin's central computing operations offers annual support contracts to departments and business units. Discover the options available to the campus community and how the system can work for you.

Win/Win/Win: A Scalable Cost-Recovery IT Unit in a Decentralized Environment

drupal — Wed, 23 Jul 2003 16:23:30 -0500

A cost-recovery unit solves problems of decentralized environments by reducing total cost to institutions, decreasing attrition, buffering periods of absence or high demand, and freeing the central IT group from unfunded departmental support mandates. Departments retain centralized IT benefits, and cancelable contracts necessitate higher client satisfaction than is found in centralized environments.

Soothing the Many-Headed Beast: How to Support Everything with Limited Resources

drupal — Thu, 06 Dec 2001 15:20:04 -0600

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.