Support Services and Documents Contributed by ECAR

Since its inception, the Information Technology Infrastructure Library (ITIL) has remained the most widely recognized and adopted framework for IT service management. The many benefits of ITIL have become widely known and continue to grow as the community of practice matures. Most institutions using ITIL started with version 2 and are in the midst of their adoption process. Version 3 represents a significant change in the architecture of ITIL. ITIL version 3 aligns service management with evolving business environments, rapidly advancing technology, compliance requirements, and governance models, and it shifts ITIL from a process focus to a lifecycle focus. This research from the Burton Group discusses the notable shift in terms of how IT is viewed in the overall context of the institution.

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Burton Group (www.burtongroup.com) provides technically in-depth research and advisory services for colleges and universities, government agencies, and commercial enterprises. Burton Group's practical and unbiased research and advice helps technologists make smart IT infrastructure decisions in increasingly complex environments. Burton Group covers directories, identity management, application platforms, architecture, and network and telecom infrastructure topics. Like ECAR, Burton Group is an unbiased advocate for the user and more than 80% of Burton Group's clients are user organizations rather than suppliers. EDUCAUSE member institutions can become users of Burton Group research services through EDUCAUSE pricing. Burton Group is an ECAR partner and can be contacted by email at slesueur@burtongroup.com or by telephone (801-373-5767).

This ECAR case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organizations, services, tools, resources, and management practices and how these and assorted other measures are related to desirable help desk outcomes. ECAR undertook this case study of New York University to demonstrate how the framework of IT service management practices and functions known as the IT Infrastructure Library (ITIL) can strengthen service management practices in a complex higher education institution.

Citation for this work: Pirani, Judith A., Mark C. Sheehan, and Bob Albrecht. “ITIL at New York University: A Framework for Excellence” (Case Study 1). Boulder, CO: EDUCAUSE Center for Applied Research, 2008, available from http://www.educause.edu/ecar.

This research bulletin examines what the literature refers to as “new learners” or “critically engaged learners.” It explores the responsibilities our institutions have to create opportunities for these learners to actively engage in creative discovery, problem definition, and appropriate use of information technologies. It is based on a literature review and accompanying conceptualizations that begin to answer important questions about institutional development for a technologically sophisticated age.

Citation for this work : Moore, Anne H., Shelli B. Fowler, Brent K. Jesiek, John F. Moore, and C. Edward Watson. “Learners 2.0? IT and 21st-Century Learners in Higher Education” (Research Bulletin, Issue 7). Boulder, CO: EDUCAUSE Center for Applied Research, 2008, available from http://www.educause.edu/ecar.

This case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organizations, services, tools, resources, and management practices and how these and assorted other measures are related to desirable help desk outcomes. ECAR undertook this case study of the University of North Carolina at Chapel Hill to demonstrate how the central IT help desk can become an integrating support organization in the context of a large, decentralized university.

Citation for this work: Spicer, Donald Z., and Judith A. Pirani. "University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide" (Case Study 9). Boulder, CO: EDUCAUSE Center for Applied Research, 2007, available from http://www.educause.edu/ecar.

Presentation at the Sixth Annual ECAR Symposium, December 5-7, 2007, in Boca Raton, Florida. The 2007 ECAR help desk study, Service on the Front Line: The IT Help Desk in Higher Education, identified a number of practices as being associated with help desk success, viewed in terms of overall service quality, positive impacts on various service areas, and reliable meeting of help desk goals. This presentation explores those associations in search of landmarks the help desk can use in navigating toward excellence.

How to Cite This Work: Sheehan, Mark C. "The Upward Trail: Success Factors in Help Desk Management." Presentation at the ECAR Symposium, Boca Raton, FL, December 5-7, 2007, available from http://www.educause.edu/ecar.

This ECAR research study was designed in collaboration with the Association of American Medical Colleges to analyze the practices and perspectives of IT organizations that support the academic research enterprise in medical schools and colleges. As the potential of biotechnology, proteomics, informatics, computational genomics, and other IT-intensive disciplines continue to offer breakthroughs in medicine, research in these fields requires greater and higher-level technology resources for infrastructure as well as IT support and services. The study is based on the results of a web-based survey sent to 125 medical schools and colleges in the United States, as well as qualitative interviews with leaders at 10 institutions. Respondents to the survey were predominantly chief information officers or other top administrators from 50 medical institutions, yielding a response rate of 39.7 percent. The findings contained in this report echo the results of the ECAR 2006 study, IT Engagement in Research: A Baseline Study, illustrating that the role and importance of IT in research is growing, while funding and budget decisions remain difficult. A non-profit edition is available here.

Citation for this work: Nelson, Mark R. IT Engagement in Research: A View of Medical School Practice (Research Study, Vol. 1). Boulder, CO: EDUCAUSE Center for Applied Research, 2008, available from http://www.educause.edu/ecar.

This ECAR roadmap synthesizes the important issues and recommended actions drawn from the 2008 study, IT Engagement in Research: A View of Medical School Practice, by Mark R. Nelson. This ECAR research study was designed in collaboration with the Association of American Medical Colleges to analyze the practices and perspectives of IT organizations that support the academic research enterprise in medical schools and colleges. As the potential of biotechnology, proteomics, informatics, computational genomics, and other IT-intensive disciplines continue to offer breakthroughs in medicine, research in these fields requires greater and higher-level technology resources for infrastructure as well as IT support and services. The study is based on the results of a January 2007 web-based survey sent to 125 medical schools and colleges in the United States, as well as qualitative interviews with leaders at 10 institutions.

Citation for this work: Albrecht, Bob, and Judith A. Pirani. "IT Engagement in Research: A View of Medical School Practice Roadmap" (Roadmap). Boulder, CO: EDUCAUSE Center for Applied Research, 2005, available from http://www.educause.edu/ecar.

This ECAR research study was designed in collaboration with the Association of American Medical Colleges to analyze the practices and perspectives of IT organizations that support the academic research enterprise in medical schools and colleges. As the potential of biotechnology, proteomics, informatics, computational genomics, and other IT-intensive disciplines continue to offer breakthroughs in medicine, research in these fields requires greater and higher-level technology resources for infrastructure as well as IT support and services. The study is based on the results of a web-based survey sent to 125 medical schools and colleges in the United States, as well as qualitative interviews with leaders at 10 institutions. Respondents to the survey were predominantly chief information officers or other top administrators from 50 medical institutions, yielding a response rate of 39.7 percent. The findings contained in this report echo the results of the ECAR 2006 study, IT Engagement in Research: A Baseline Study, illustrating that the role and importance of IT in research is growing, while funding and budget decisions remain difficult. A corporate edition is available here.

Citation for this work: Nelson, Mark R. IT Engagement in Research: A View of Medical School Practice (Research Study, Vol. 1). Boulder, CO: EDUCAUSE Center for Applied Research, 2008, available from http://www.educause.edu/ecar.

This case study complements the 2007 ECAR study by Mark C. Sheehan, Service on the Front Line: The IT Help Desk in Higher Education, which examines the state of higher education help desk organizations, services, tools, resources, and management practices and how these and assorted other measures are related to desirable help desk outcomes. ECAR undertook this case study of the University of Alberta to examine how its IT help desk uses online tools, and how the use of those tools impact the overall IT organization operations.

Citation for this work: Pirani, Judith A., and Donald Z. Spicer. "University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations" (Case Study 8). Boulder, CO: EDUCAUSE Center for Applied Research, 2007, available from http://www.educause.edu/ecar.

This research bulletin discusses the factors that drove Roosevelt University's decision to "co-source" the information technology (IT) help desk, the unique challenges raised by the use of contracted services as part of a technical support solution, and how this solution fits within the context of outsourcing in higher education. It includes a description of how the service addresses the needs of the three principal constituencies -- users, agents, and technicians -- as well as an overview of the accommodations that institutions might need to make in order to develop this type of support solution.