| Library Item | Integrating Incident and Problem Management with ITIL Methodologies | Presentations/Speeches | 2007 | 1504 |
| Library Item | ITIL: An Effective Methodology for Managing IT Services | Presentations/Speeches | 2007 | 1059 |
| Library Item | Distributed Technology Support | Presentations/Speeches | 2007 | 328 |
| Library Item | GROK: A Virtual World of Help | Presentations/Speeches | 2007 | 279 |
| Library Item | No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals | Presentations/Speeches | 2007 | 319 |
| Library Item | Project Prioritization Score Sheet: Aligning IT Activities with Client Priorities | Presentations/Speeches | 2007 | 1421 |
| Library Item | The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey | Presentations/Speeches | 2007 | 466 |
| Library Item | Improving Service Management for Effective IT Governance | Presentations/Speeches | 2007 | 341 |
| Library Item | Strategic Planning as Driver for IT Services Governance | Presentations/Speeches | 2007 | 406 |
| Library Item | Research Mission Support | Presentations/Speeches | 2007 | 211 |
| Library Item | Relationship Management: Stronger Partnerships to Inform IT Planning | Presentations/Speeches | 2007 | 393 |
| Library Item | In Plain English, Please: Effective IT Communications | Presentations/Speeches | 2007 | 302 |
| Library Item | Implementing IT Shared Services in a Research-Led University Without Limiting Innovation | Presentations/Speeches | 2006 | 1766 |
| Library Item | Fiscal Gain Without Political Pain: Keeping a Personalized Face on Support Centralization | Presentations/Speeches | 2006 | 1664 |
| Library Item | Supporting Creativity . . . and Living to Tell About It | Presentations/Speeches | 2006 | 1945 |
| Library Item | ITIL in the Real World: NYU Leverages ITIL Best Practices to Enhance IT Organizational Processes | Presentations/Speeches | 2006 | 2332 |
| Library Item | Using Sound Bites to Support IT | Presentations/Speeches | 2006 | 1577 |
| Library Item | Self-Help Clinics: A Pragmatic Approach to Student Support | Presentations/Speeches | 2006 | 1518 |
| Library Item | Milking the Model: Getting the Most Out of Integration and Centralization | Presentations/Speeches | 2006 | 1562 |
| Library Item | Modeling the 21st Century Student Experience: Ubiquitous Computing in Higher Education | Presentations/Speeches | 2006 | 1778 |
| Library Item | The Power of the Core Service Catalog | Presentations/Speeches | 2006 | 1575 |
| Library Item | Building Effective Relationships Between Central and Decentralized IT Units on Campus | Presentations/Speeches | 2006 | 1840 |
| Library Item | Transitioning Academic Technologies from Experimentation to Institutional Support | Presentations/Speeches | 2006 | 2113 |
| Library Item | Measuring the Soup: The MISO Survey | Presentations/Speeches | 2006 | 2176 |
| Library Item | The Doctor Is In: An Antivirus, Self-Help Clinic in the McGill Libraries | Presentations/Speeches | 2006 | 1609 |
| Library Item | IT Support for Successful Accreditation | Presentations/Speeches | 2006 | 1607 |
| Library Item | An Enterprise-Grade Model for Classroom Technology Support | Presentations/Speeches | 2005 | 2349 |
| Library Item | Best Practices for Using Technology to Deliver Instructional Support Services | Presentations/Speeches | 2005 | 2211 |
| Library Item | Stretch Your Staff with a Departmental Liaison Program | Presentations/Speeches | 2005 | 2248 |
| Library Item | Supporting the Mobile User | Presentations/Speeches | 2005 | 2362 |
| Library Item | Dotting the I's and Crossing the T's: A Strategic and Collaborative Approach to Learning Management System Support | Presentations/Speeches | 2005 | 2028 |
| Library Item | Management by Fact: Benchmarking University IT Services | Presentations/Speeches | 2004 | 3364 |
| Library Item | Core Service Teams as Agents of Culture Change | Programs and Projects | 2004 | 2926 |
| Library Item | Just-in-Time Faculty IT Support: A Scalable Model for Delivering Technology Tutorials in Faculty Offices | Presentations/Speeches | 2004 | 3254 |
| Library Item | Culture Change: What IT Takes to Create a Quality Customer Service Environment | Presentations/Speeches | 2004 | 3382 |
| Library Item | 24 x 7 IT Service and Support | Presentations/Speeches | 2004 | 3221 |
| 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 | 4399 |
| Library Item | The 2003 Campus Computing Survey | Presentations/Speeches | 2003 | 5099 |
| Library Item | Student Consultants: Unleash the Power | Presentations/Speeches | 2003 | 4393 |
| Library Item | The Business of Offering Customized Departmental Support Contracts | Presentations/Speeches | 2003 | 4341 |
| Library Item | Outsource This!: Broaden Support and Reduce Staff Burnout | Presentations/Speeches | 2003 | 4830 |
| Library Item | Wireless Handheld Computers in the Enterprise: Big Planning Issues for Small Devices | Presentations/Speeches | 2003 | 4813 |
| Library Item | Three Approaches to Distance Learning Support Services | Presentations/Speeches | 2002 | 4010 |
| Library Item | Distributed Technology Support: Shifting the Paradigm | Presentations/Speeches | 2002 | 4797 |
| Library Item | Support for a Web-Based Courseware Tool on an Underprepared Campus: Sometimes You Have to Get the Cart to Pull the Horse! | Presentations/Speeches | 2001 | 4068 |
| Library Item | Meeting IT Organization and Service Delivery Challenges - Current Issues Roundtable | Articles, Papers, and Reports | Presentations/Speeches | 2001 | 5718 |
| Library Item | E-Sherpas: Strategies for Supporting Web-Based Knowledge Building Communities | Presentations/Speeches | 2001 | 5031 |
| Library Item | Measuring the Quality, Cost, and Value of IT Services | Presentations/Speeches | 2001 | 4523 |
| Library Item | Innovations in Student Service: Models for the E-Revolution | Presentations/Speeches | 2000 | 3491 |
