| Library Item | Are You Ready? A Systematic Approach to Training New Help Desk Staff | Presentations/Speeches | 2008 | 189 |
| Library Item | ITIL Service Management Practices: Third Time’s the Charm | Articles, Papers, and Reports | 2008 | 1616 |
| Library Item | Hiring, Training, and Retaining Help Desk and ResNet Student Staff | Presentations/Speeches | 2008 | 152 |
| Library Item | ITIL at New York University: A Framework for Excellence | Articles, Papers, and Reports | 2008 | 1790 |
| Library Item | How We Leveraged Existing Resources to Create a New Support Center | Presentations/Speeches | 2008 | 19 |
| Library Item | The Help Desk as a Pivot Point for IT Agility | Presentations/Speeches | 2008 | 57 |
| Library Item | University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide | Articles, Papers, and Reports | 2008 | 854 |
| Library Item | Operational Lessons from a Strategic Sourcing Project | Articles, Papers, and Reports | 2008 | 589 |
| Library Item | How Collaboration Created an Online Help Desk and Knowledge Base for the Campus Community | Presentations/Speeches | 2008 | 250 |
| Library Item | Tech Around the Clock: Providing Scalable 24 x 7 Support | Presentations/Speeches | 2008 | 122 |
| Library Item | The Upward Trail: Success Factors in Help Desk Management | Presentations/Speeches | 2008 | 539 |
| Library Item | Integrating Incident and Problem Management with ITIL Methodologies | Presentations/Speeches | 2007 | 1734 |
| Library Item | University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations | Articles, Papers, and Reports | 2007 | 841 |
| Library Item | University of Northern Colorado RFP for a Co-Managed Help Desk | RFPs | 2007 | 408 |
| Library Item | Request for Proposals for Co-Managed Central Help Desk Services Colorado Community College System | RFPs | 2007 | 207 |
| Library Item | Help Desk Sourcing Options: One University’s Solution | Articles, Papers, and Reports | 2007 | 1887 |
| Library Item | Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization | Articles, Papers, and Reports | 2007 | 790 |
| Library Item | Service on the Front Line: The IT Help Desk in Higher Education - Corporate Edition | Articles, Papers, and Reports | 2007 | 906 |
| Library Item | Service on the Front Line: The IT Help Desk in Higher Education | Articles, Papers, and Reports | 2007 | 6327 |
| Library Item | Service on the Front Line: The IT Helpdesk in Higher Education Roadmap | Articles, Papers, and Reports | 2007 | 995 |
| Library Item | The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey | Presentations/Speeches | 2007 | 522 |
| Library Item | Preliminary Findings: ECAR Help Desk Study, 2007 | Presentations/Speeches | 2007 | 2424 |
| Library Item | Collaboration at the Core of Change | Presentations/Speeches | 2007 | 1328 |
| Library Item | Tools for Help Desk Management: Assessment and Guidance | Presentations/Speeches | 2007 | 1649 |
| Library Item | From Labs to Collaborative Spaces: Development of Temple University's TECH Center | Presentations/Speeches | 2007 | 1623 |
| Library Item | IT Help Desk Management | Surveys | 2007 | 2718 |
| Library Item | Self-Help Clinics: A Pragmatic Approach to Student Support | Presentations/Speeches | 2006 | 1522 |
| Library Item | Measuring the Future: MIT and Stanford Benchmark the Help Desk | Presentations/Speeches | 2006 | 2691 |
| Library Item | Vision, Data, and Analysis: An Administrative Structure for Decision Making | Articles, Papers, and Reports | 2006 | 3458 |
| Library Item | Help Desk Dictionary | Tools | 2006 | 1822 |
| Blog entry | E2005 Podcast: Stretch Your Staff with a Departmental Liaison Program | Blogs | 2006 | 3218 |
| Library Item | Stretch Your Staff with a Departmental Liaison Program | Presentations/Speeches | 2005 | 2254 |
| Library Item | An Architecture for Evolving IT Customer Service | Articles, Papers, and Reports | 2005 | 4978 |
| Library Item | Customer-Centered IT Support: Foundations, Principles, and Systems | Articles, Papers, and Reports | 2004 | 5853 |
| Library Item | Management by Fact: Benchmarking University IT Services | Presentations/Speeches | 2004 | 3371 |
| Library Item | Putting Support at the Center: A New Model for Help Desk Staffing | Presentations/Speeches | 2004 | 3887 |
| Library Item | Web-Based Help Desk Management System | Articles, Papers, and Reports | 2003 | 3416 |
| Library Item | Help Desk Software and Hardware Support Limits | Policies and Procedures | 2003 | 3478 |
| Library Item | A Successful Help Desk Process for All IT Support | Presentations/Speeches | 2003 | 6106 |
| Library Item | Seeing the Forest and the Acorns in the Decision Tree | Presentations/Speeches | 2003 | 4927 |
| Library Item | The Three-Continent, 24-Hour Help Desk: An Academic First? | Articles, Papers, and Reports | 2002 | 5186 |
| Library Item | Ensuring Quality at the Helpdesk | Articles, Papers, and Reports | 2000 | 4791 |
| Library Item | Reengineering Customer Assistance: The Good, the Bad, and the Ugly | Articles, Papers, and Reports | 1998 | 4798 |
| Library Item | Developing an Information Technology Support Model for Higher Education | Articles, Papers, and Reports | 1997 | 5065 |
| Library Item | Supporting Information Technology -- The Evolution of a Model | Articles, Papers, and Reports | 1995 | 5453 |
| Library Item | Centralized Technology Support: An IT Help Line/Help Desk | Articles, Papers, and Reports | 1994 | 5453 |
