| Library Item | ITIL at New York University: A Framework for Excellence | Articles, Papers, and Reports | 2008 | 1790 |
| 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 | 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 | University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations | Articles, Papers, and Reports | 2007 | 841 |
| 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 | Preliminary Findings: ECAR Help Desk Study, 2007 | Presentations/Speeches | 2007 | 2424 |
| Library Item | Vision, Data, and Analysis: An Administrative Structure for Decision Making | Articles, Papers, and Reports | 2006 | 3458 |
| 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 | 24 x 7 IT Service and Support | Presentations/Speeches | 2004 | 3260 |
| Library Item | The Three-Continent, 24-Hour Help Desk: An Academic First? | Articles, Papers, and Reports | 2002 | 5186 |
