| Library Item | Challenges and Strategies for Computer Maintenance Services | Presentations/Speeches | 2008 | 25 |
| Library Item | Maximize Enterprise Productivity by Implementing a TCO Methodology | Presentations/Speeches | 2008 | 121 |
| Library Item | Rightsizing Your Request Tracking System | Presentations/Speeches | 2008 | 136 |
| Library Item | Using Instructional Design to Shape Technology Training | Presentations/Speeches | 2008 | 147 |
| Library Item | Are You Ready? A Systematic Approach to Training New Help Desk Staff | Presentations/Speeches | 2008 | 190 |
| Library Item | Information Technology Process Improvement in Higher Education | Presentations/Speeches | 2008 | 255 |
| Library Item | User Services Lightning Round | Presentations/Speeches | 2008 | 105 |
| Library Item | A Collaborative, Enterprise Approach to Efficient and Cost-Effective Desktop Management | Presentations/Speeches | 2008 | 125 |
| Library Item | Will the Last One to Leave Turn Out the Lights? | Presentations/Speeches | 2008 | 89 |
| Library Item | CRM Adventures: Three Perspectives | Presentations/Speeches | 2008 | 141 |
| Library Item | Integrating Incident and Problem Management with ITIL Methodologies | Presentations/Speeches | 2007 | 1735 |
| Library Item | ITIL: An Effective Methodology for Managing IT Services | Presentations/Speeches | 2007 | 1216 |
| Library Item | Distributed Technology Support | Presentations/Speeches | 2007 | 346 |
| Library Item | GROK: A Virtual World of Help | Presentations/Speeches | 2007 | 287 |
| Library Item | No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals | Presentations/Speeches | 2007 | 354 |
| Library Item | Project Prioritization Score Sheet: Aligning IT Activities with Client Priorities | Presentations/Speeches | 2007 | 2044 |
| Library Item | The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey | Presentations/Speeches | 2007 | 522 |
| Library Item | Improving Service Management for Effective IT Governance | Presentations/Speeches | 2007 | 371 |
| Library Item | Strategic Planning as Driver for IT Services Governance | Presentations/Speeches | 2007 | 431 |
| Library Item | Research Mission Support | Presentations/Speeches | 2007 | 215 |
| Library Item | Relationship Management: Stronger Partnerships to Inform IT Planning | Presentations/Speeches | 2007 | 414 |
| Library Item | In Plain English, Please: Effective IT Communications | Presentations/Speeches | 2007 | 333 |
| Library Item | Implementing IT Shared Services in a Research-Led University Without Limiting Innovation | Presentations/Speeches | 2006 | 1838 |
| Library Item | Supporting Creativity . . . and Living to Tell About It | Presentations/Speeches | 2006 | 1949 |
| Library Item | Fiscal Gain Without Political Pain: Keeping a Personalized Face on Support Centralization | Presentations/Speeches | 2006 | 1669 |
| Library Item | ITIL in the Real World: NYU Leverages ITIL Best Practices to Enhance IT Organizational Processes | Presentations/Speeches | 2006 | 2369 |
| Library Item | Using Sound Bites to Support IT | Presentations/Speeches | 2006 | 1580 |
| Library Item | Self-Help Clinics: A Pragmatic Approach to Student Support | Presentations/Speeches | 2006 | 1522 |
| Library Item | The Power of the Core Service Catalog | Presentations/Speeches | 2006 | 1588 |
| Library Item | Building Effective Relationships Between Central and Decentralized IT Units on Campus | Presentations/Speeches | 2006 | 1876 |
| Library Item | Transitioning Academic Technologies from Experimentation to Institutional Support | Presentations/Speeches | 2006 | 2122 |
| Library Item | Milking the Model: Getting the Most Out of Integration and Centralization | Presentations/Speeches | 2006 | 1567 |
| Library Item | Modeling the 21st Century Student Experience: Ubiquitous Computing in Higher Education | Presentations/Speeches | 2006 | 1816 |
| Library Item | Measuring the Soup: The MISO Survey | Presentations/Speeches | 2006 | 2211 |
| Library Item | The Doctor Is In: An Antivirus, Self-Help Clinic in the McGill Libraries | Presentations/Speeches | 2006 | 1625 |
| Library Item | IT Support for Successful Accreditation | Presentations/Speeches | 2006 | 1615 |
| Library Item | An Enterprise-Grade Model for Classroom Technology Support | Presentations/Speeches | 2005 | 2363 |
| Library Item | Stretch Your Staff with a Departmental Liaison Program | Presentations/Speeches | 2005 | 2254 |
| Library Item | Best Practices for Using Technology to Deliver Instructional Support Services | Presentations/Speeches | 2005 | 2215 |
| Library Item | Supporting the Mobile User | Presentations/Speeches | 2005 | 2363 |
| Library Item | Dotting the I's and Crossing the T's: A Strategic and Collaborative Approach to Learning Management System Support | Presentations/Speeches | 2005 | 2044 |
| Library Item | Management by Fact: Benchmarking University IT Services | Presentations/Speeches | 2004 | 3371 |
| Library Item | Just-in-Time Faculty IT Support: A Scalable Model for Delivering Technology Tutorials in Faculty Offices | Presentations/Speeches | 2004 | 3266 |
| Library Item | Culture Change: What IT Takes to Create a Quality Customer Service Environment | Presentations/Speeches | 2004 | 3426 |
| Library Item | 24 x 7 IT Service and Support | Presentations/Speeches | 2004 | 3260 |
| Library Item | The 2004 Campus Computing Survey | Presentations/Speeches | 2004 | 3684 |
| Library Item | Designing an Effective Support Site: Making It Easy for Users to Get What They Want Quickly | Presentations/Speeches | 2003 | 4405 |
| Library Item | The 2003 Campus Computing Survey | Presentations/Speeches | 2003 | 5102 |
| Library Item | Student Consultants: Unleash the Power | Presentations/Speeches | 2003 | 4397 |
| Library Item | The Business of Offering Customized Departmental Support Contracts | Presentations/Speeches | 2003 | 4341 |
