Outsourcing

Students—often the largest group of users of institutional services—can be a pivotal voice in campus technology decisions involving outsourcing.

Since its inception, the Information Technology Infrastructure Library (ITIL) has remained the most widely recognized and adopted framework for IT service management. The many benefits of ITIL have become widely known and continue to grow as the community of practice matures. Most institutions using ITIL started with version 2 and are in the midst of their adoption process. Version 3 represents a significant change in the architecture of ITIL. ITIL version 3 aligns service management with evolving business environments, rapidly advancing technology, compliance requirements, and governance models, and it shifts ITIL from a process focus to a lifecycle focus. This research from the Burton Group discusses the notable shift in terms of how IT is viewed in the overall context of the institution.

Links to documents within this file might require secure access to restricted Web sites.

Live@edu is a suite of applications - mobile, desktop and web-based - to help students collaborate on campus. The resource links below include the Microsoft Live@edu Main Page; Microsoft Live@edu FAQ; and Microsoft Live@edu Blog.

Google Apps Education Edition is email, calendar, and collaboration tools right from the browser. The resource links below include the Google Apps Education Edition main page with introductory information; Case Studies from higher education custormers; Google Apps Discussion Group for Education Edition (EDU Administrator's Circle); FAQ; Google Apps Education Edition Terms of Service Agreement; and Google Apps Education Edition Administrator Program Policies.

This presentation, given at the 2006 Windows in Higher Education Conference, provides an overview of Windows Live in the higher education environment. The presenters highlight why the University of Missouri and Indiana University are considering Windows Live for e-mail and other services.

This research bulletin explores the importance of focusing on innovation in decision-making about IT. Acknowledging the apparent dichotomy between the efficient use of resources in a centralized IT model and the effective application of IT resources toward innovative research and pedagogy, the bulletin presents a model for IT service delivery that can be used or adapted in colleges and universities.

Citation for this work: Frederick, Lawrence W. “Recasting the Centralization–Decentralization Debate: Advancing the Innovation Support Cycle” (Research Bulletin, Issue 10). Boulder, CO: EDUCAUSE Center for Applied Research, 2008, available from http://www.educause.edu/ecar.

This ECAR case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organizations, services, tools, resources, and management practices and how these and assorted other measures are related to desirable help desk outcomes. ECAR undertook this case study of New York University to demonstrate how the framework of IT service management practices and functions known as the IT Infrastructure Library (ITIL) can strengthen service management practices in a complex higher education institution.

Citation for this work: Pirani, Judith A., Mark C. Sheehan, and Bob Albrecht. “ITIL at New York University: A Framework for Excellence” (Case Study 1). Boulder, CO: EDUCAUSE Center for Applied Research, 2008, available from http://www.educause.edu/ecar.

In the case of providing e-mail services for a college or university, perhaps providing nothing is actually the best option. Fifteen years ago, building campus e-mail systems made sense; however, these systems are now slow and have limited functionality in comparison with commercial products. There are enough e-mail providers today that higher education institutions cannot even compete.

This case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organizations, services, tools, resources, and management practices and how these and assorted other measures are related to desirable help desk outcomes. ECAR undertook this case study of the University of North Carolina at Chapel Hill to demonstrate how the central IT help desk can become an integrating support organization in the context of a large, decentralized university.

Citation for this work: Spicer, Donald Z., and Judith A. Pirani. "University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide" (Case Study 9). Boulder, CO: EDUCAUSE Center for Applied Research, 2007, available from http://www.educause.edu/ecar.

This policy concerns Third-party Management of Information Resources, stating that all vendors and third-party information technology service providers must comply with all applicable Health Science Center policies, practice standards and agreements.