| Library Item | ITIL Service Management Practices: Third Time’s the Charm | Articles, Papers, and Reports | 2008 | 1423 |
| Library Item | ITIL at New York University: A Framework for Excellence | Articles, Papers, and Reports | 2008 | 1625 |
| Library Item | Learners 2.0? IT and 21st-Century Learners in Higher Education | Articles, Papers, and Reports | 2008 | 7258 |
| Library Item | University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide | Articles, Papers, and Reports | 2008 | 754 |
| Library Item | The Upward Trail: Success Factors in Help Desk Management | Presentations/Speeches | 2008 | 478 |
| Library Item | IT Engagement in Research: A View of Medical School Practice - Corporate Edition | Articles, Papers, and Reports | 2008 | 302 |
| Library Item | IT Engagement in Research: A View of Medical School Practice Roadmap | Articles, Papers, and Reports | 2008 | 365 |
| Library Item | IT Engagement in Research: A View of Medical School Practice | Articles, Papers, and Reports | 2008 | 2174 |
| Library Item | University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations | Articles, Papers, and Reports | 2007 | 786 |
| Library Item | Help Desk Sourcing Options: One University’s Solution | Articles, Papers, and Reports | 2007 | 1861 |
| Library Item | Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization | Articles, Papers, and Reports | 2007 | 752 |
| Library Item | Service on the Front Line: The IT Help Desk in Higher Education - Corporate Edition | Articles, Papers, and Reports | 2007 | 882 |
| Library Item | Service on the Front Line: The IT Help Desk in Higher Education | Articles, Papers, and Reports | 2007 | 6169 |
| Library Item | Service on the Front Line: The IT Helpdesk in Higher Education Roadmap | Articles, Papers, and Reports | 2007 | 946 |
| Library Item | Preliminary Findings: ECAR Help Desk Study, 2007 | Presentations/Speeches | 2007 | 2412 |
| Library Item | IT Help Desk Management | Surveys | 2007 | 2657 |
| Library Item | IT Engagement in Research: A Baseline Study - Key Findings | Articles, Papers, and Reports | 2006 | 2339 |
| Library Item | IT Engagement in Research: A Baseline Study | Articles, Papers, and Reports | 2006 | 3251 |
| Library Item | Vision, Data, and Analysis: An Administrative Structure for Decision Making | Articles, Papers, and Reports | 2006 | 3433 |
| Library Item | Supporting Specialized Academic Software: Is it Possible? | Articles, Papers, and Reports | 2006 | 3808 |
| Library Item | What Do (Research) Faculty Want (from IT)? | Presentations/Speeches | 2005 | 2669 |
| Library Item | The Engagement of Information Technology and Research | Presentations/Speeches | 2005 | 2714 |
| Library Item | A New Model for Supporting Research at Purdue University | Articles, Papers, and Reports | 2005 | 3308 |
| Library Item | Digital Humanities at the Crossroads: The University of Virginia | Articles, Papers, and Reports | 2005 | 3072 |
| Library Item | An Architecture for Evolving IT Customer Service | Articles, Papers, and Reports | 2005 | 4878 |
| Library Item | Customer-Centered IT Support: Foundations, Principles, and Systems | Articles, Papers, and Reports | 2004 | 5817 |
| Library Item | eArmyU: Early Lessons from a Grand Experiment in Online Learning | Articles, Papers, and Reports | 2002 | 7229 |
