Help Desk and ECAR

Welcome to the premiere episode of EDUCAUSE Now!

EDUCAUSE Now is a monthly podcast, focusing on the intelligent use of information technology in higher education. Each episode features a variety of stories, interviews, and views that relate to IT in higher education. EDUCAUSE Now will also inform you about upcoming events, report on past events, and feature the movers and shakers in policy, teaching and learning, security, and a whole host of other important topics for our members. Let us know what you would like to hear at podcast@educause.edu.

This episode of EDUCAUSE Now features:

EDUCAUSE Center for Applied Research (ECAR) has published the new study, Service on the Front Line: The IT Help Desk in Higher Education. This study explores the information technology (IT) help desk as a complex enterprise operating within a dynamic environment that includes the goals and culture of the central IT organization, the resources and services of the help desk, service level agreements between help desks and their clients, practices for evaluating and improving help desk services, and the perceived success of the help desk organization. Findings are related to the principles and practices of IT service management literature.