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Support Services and Presented at Enterprise Technology Conferences

Recent resources tagged with Support Services and Presented at Enterprise Technology Conferences.

Understanding and Applying ITIL in Higher Education
Added by the EDUCAUSE Librarian
Title:Understanding and Applying ITIL in Higher Education (ID: ENT08025)
Author(s):William Cunningham (Yale University)
Origin:Presented at Enterprise Technology Conferences (05/28/2008)
Type:Presentations/Speeches
Abstract:

ITIL is a leading framework for managing and delivering IT services. It helps IT organizations become more efficient and effective in their service planning, delivery, and oversight. ITIL is flexible enough to be adopted by IT in higher education. This discussion will briefly introduce ITIL and its place in the wider IT value chain. It will also cover the experience of an ITIL implementation at Yale University, including the time, resources, and skills required.

View this resource:
http://www.educause.edu/ir/library/powerpoint/ENT08025.pps
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Send to a Friend  451 reads

Telling Your IT Story: Little Technology Required
Added by the EDUCAUSE Librarian
Title:Telling Your IT Story: Little Technology Required (ID: ENT08012)
Author(s):Lisa Trubitt (University at Albany, SUNY)
Origin:Presented at Enterprise Technology Conferences (05/28/2008)
Type:Presentations/Speeches
Abstract:

Reconciling the technical aspects of IT with the basic information your campus community needs doesn't have to be a struggle. Knowing your audience, simplicity, and practice are the basis of a successful communication strategy. This presentation is designed to help IT professionals focus on and identify communication approaches for various audiences and strike a balance between technical details and "need to know" information. Using an interactive format and real-life examples, it will highlight the risks and rewards of IT storytelling.

View this resource:
http://www.educause.edu/ir/library/pdf/ENT08012.pdf
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Send to a Friend  106 reads

An Architecture for Evolving IT Customer Service
Added by the EDUCAUSE Librarian
Title:An Architecture for Evolving IT Customer Service (ID: ENT06024)
Author(s):Garland C. Elmore (Indiana University-Purdue University Indianapolis) and Sue B. Workman (Indiana University)
Origin:Presented at Enterprise Technology Conferences (05/25/2006)
Type:Presentations/Speeches
Abstract:This session will present the philosophy behind Indiana University's integrated support strategy, which is based on the principle of using technology to serve the customer and the IT business. Attendees will learn how to combine existing support resources with new ones to arrive at an exponentially larger and better system that serves not only the customer but also the IT organization. Underlying all is the critical role of data in helping the organization effect a positive evolution in IT support.
View this resource:
http://www.educause.edu/ir/library/powerpoint/ENT06024.pps
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IT Providers and Customers: Where You Stand Depends on Where You Sit
Added by the EDUCAUSE Librarian
Title:IT Providers and Customers: Where You Stand Depends on Where You Sit (ID: ENT06022)
Author(s):David J. Ernst (California State University, Office of the Chancellor)
Origin:Presented at Enterprise Technology Conferences (05/25/2006)
Type:Presentations/Speeches
Abstract:This session will engage participants in a dialogue about how we are doing in our efforts to improve customer service from the IT department. We've had at least 15 years of trying to improve service to the end users, but have we really made much improvement? Attitudes about technology and those who provide it, as well as the view IT professionals have about their customers, may not have changed significantly. The discussion will focus on looking through the other end of the telescope to see where areas for improvement of service and satisfaction exist.
View this resource:
http://www.educause.edu/ir/library/powerpoint/ENT06022A.pps
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Measuring the Future: MIT and Stanford Benchmark the Help Desk
Added by the EDUCAUSE Librarian
Title:Measuring the Future: MIT and Stanford Benchmark the Help Desk (ID: ENT06025)
Author(s):William Clebsch (Stanford University), Christopher M. Lundin (Stanford University), and Oliver Thomas (MIT)
Origin:Presented at Enterprise Technology Conferences (05/25/2006)
Type:Presentations/Speeches
Abstract:Both Stanford and MIT found their help desks operated and evaluated by anecdotes rather than facts. Both campuses asked, How effective is our help desk? How does it compare to its peers? Can we use our IT systems to better manage it? This session will review the strategic value of this work, the initial design, and the results. Then, help desk managers will discuss the weekly performance measures and the changes these measures have catalyzed.
View this resource:
http://web.mit.edu/ist/about/benchmarking/MIT and Stanford Benchmark the Help Desk
[Off site]
http://www.educause.edu/ir/library/powerpoint/ENT06025.ppsMeasuring the Future: MIT and Stanford Benchmark the Help Desk
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Login to post comments  Send to a Friend  2691 reads