EDUCAUSE | Support Services

The Situation Room: A Case Study Using Adobe Connect to Manage Support Trends and Large-Scale Implementation with Limited Resources

drupal — Wed, 23 Jul 2008 16:09:59 -0500

In the summer of 2007, Clemson University faced a large-scale e-mail system implementation. Looking for innovative ways to maximize limited staff resources, IT support managers created the Situation Room. Using Adobe Connect, support managers linked in real time to support personnel in the field to provide expert advice and up-to-date information throughout the implementation. The experience was successful, and the Situation Room was used to manage fall semester start-up support issues. Now at any time during support hours, IT personnel can enter the virtual room to find out about support issue trends and systems status and to access subject experts.

Meeting Communications Needs in Campus Dorms

ckeller — Tue, 01 Jul 2008 10:17:54 -0500

For the past decade, campuses in the United States have been offering comprehensive communications services in campus dorms that include high speed Internet, cable television, and telephone services (local line, long distance, and voice mail in some cases). With students migrating to other forms of personal communications such as cell phones and text messaging, campuses are reevaluating the need for telephone lines in the dorms. This panel will discuss the implementations at both Notre Dame and Texas A&M University. Included in the discussion will be student opinion polls, wireless alternatives, and E911 and other safety considerations.

ITIL Service Management Practices: Third Time’s the Charm

ckeller — Mon, 30 Jun 2008 11:00:16 -0500

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.

Links to documents within this file might require secure access to restricted Web sites.

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).

Tune In July 1: Free Web Seminar on Meeting Communications Needs in Campus Dorms

pkurkowski — Wed, 25 Jun 2008 12:42:13 -0500

For the past decade, campuses in the United States have been offering comprehensive communications services in campus dorms that include high-speed Internet, cable television, and telephone services (local line, long distance, and voice mail in some cases). With students migrating to other forms of personal communications such as cell phones and text messaging, campuses are reevaluating the need for telephone lines in the dorms.

In this free July 1 EDUCAUSE Live! web seminar, Meeting Communications Needs in Campus Dorms, presenters Dewitt Latimer, deputy CIO & chief technology officer, University of Notre Dame, and Walt Magnussen, director of telecommunications, Texas A&M University, will discuss the implementations at both of their institutions. Included in the discussion will be student opinion polls, wireless alternatives, and E911 and other safety considerations.

Those unable to attend may wish to visit the archives after the event or browse related EDUCAUSE resources on Support Services, Telecommunications, and Wireless Technology.

E-Desktops, Year Two: Getting It Right

drupal — Thu, 12 Jun 2008 12:37:34 -0500

This presentation is a follow-up to last year's presentation on e-desktops and e-learning. It will review the technology and deployment of e-desktop 18 months later, highlighting original expectations, reality, and lessons learned in understanding how faculty and students adopt new technologies.

Understanding and Applying ITIL in Higher Education

drupal — Wed, 11 Jun 2008 11:58:29 -0500

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.

Telling Your IT Story: Little Technology Required

drupal — Mon, 02 Jun 2008 12:59:55 -0500

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.

Hiring, Training, and Retaining Help Desk and ResNet Student Staff

drupal — Fri, 02 May 2008 12:45:51 -0500

Due to service demands, we often expect our ResNet and student staff to perform miracles. This panel discussion will explore and compare solutions from three different institutions to training, retaining, and providing growth opportunities for student workers while meeting or exceeding service-level expectations.

ITIL at New York University: A Framework for Excellence

elilly — Thu, 17 Apr 2008 13:20:54 -0500

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.

In Plain English, Please: Effective IT Communications

elilly — Mon, 14 Apr 2008 10:17:21 -0500

Using established practices for good communication eliminates the missteps that hamper the effectiveness of IT messages to the campus community

How We Leveraged Existing Resources to Create a New Support Center

drupal — Wed, 09 Apr 2008 12:23:24 -0500

Illinois State University used prime space in the student center to create a new avenue for students, faculty, and staff to receive technology help and also added fee-based services. See how the computer store, residential networking, and the help desk came together to meet rising support expectations on campus.

Learners 2.0? IT and 21st-Century Learners in Higher Education

gdobbin — Tue, 01 Apr 2008 09:03:01 -0500

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.

Effective Distribution of Academically Licensed Software

drupal — Tue, 25 Mar 2008 10:29:58 -0500

CITES Software WebStore has become a highly effective self-service sales and distribution engine to provide a wide array of popular software titles to students and staff at significant discounts. This presentation will demonstrate the system, highlight its features and limitations, and discuss the many challenges encountered along the way.

The Help Desk as a Pivot Point for IT Agility

drupal — Tue, 25 Mar 2008 10:29:57 -0500

In 2007, ECAR conducted a study of help desk management tools and practices in higher education information technology. This session looks at the study's findings as they reflect the help desk's role in addressing the emergence of new IT environments and the changing expectations of the client base.

Supporting Early Adopters and Moving Targets

drupal — Mon, 17 Mar 2008 10:15:00 -0500

It is often difficult for IT organizations to acquire, evaluate, and support new technologies before users bring them to campus. This session will discuss how MIT created and implemented a support plan for Mac OS X 10.5 that supported early adopters, without having had access to the final version of the software.

Effectively Communicating Change: Stop Spamming Your Campus

drupal — Mon, 17 Mar 2008 10:14:59 -0500

Technology changes fast and often; it is our responsibility to communicate change, but frequently we inundate the in-boxes of our constituencies. There are many problems, and even more potential solutions. This session will engage in a discussion of possible solutions to flooding user inboxes with a constant stream of change.

Rice's Three-in-One Wiki

drupal — Mon, 25 Feb 2008 10:59:10 -0600

With limited staff and funding resources, what documentation tool could be implemented quickly, rapidly deployed to a wide audience, would require little to no training, and yet be embraced enthusiastically? At Rice University, a wiki-like application was researched, tested, and successfully implemented across the campus in less than a year.

University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide

ckeller — Thu, 14 Feb 2008 10:22:52 -0600

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.

Teaching and Learning Centers in the 21st Century: An Exploration of Future Models

drupal — Fri, 01 Feb 2008 13:00:51 -0600

With the recent explosion of new technologies and teaching methodologies, supporting faculty has become a much more complex task. Campus leadership has responded to this challenge in varying ways. Our study builds on knowledge gained from experimentations and explores new models of campus-level support that will better serve faculty in a rapidly evolving world.

Operational Lessons from a Strategic Sourcing Project

ckeller — Tue, 29 Jan 2008 16:57:58 -0600

Tulane University found partnering for help desk support both necessary and satisfactory, with the added benefit of operational lessons learned through the process.

An Antidote for the Faculty-IT Divide

ckeller — Tue, 29 Jan 2008 11:15:37 -0600

Good relations between IT and faculty can be promoted by understanding and addressing the cultural divides that exist between the administration and faculty.

Delivering End-User Training in Less Time, with Fewer Resources

drupal — Mon, 28 Jan 2008 08:56:20 -0600

UMB and MCCC will present their end-user training plans from blueprinting to maintenance and support. Learn about two different efforts to develop online resources and delivery tools that have led to reduced maintenance and effort for the training teams, lower cost, and more effective end-user support.

Marketing on a Shoestring: A Case Study

drupal — Mon, 28 Jan 2008 08:56:20 -0600

We frequently expect that users will flock to our services with little effort on our part. Sometimes that works. When it doesn't, this presentation may help. It will describe how UNC-Chapel Hill rolled out a new computer-based training service with a dramatic increase in the number and variety of users.

How Collaboration Created an Online Help Desk and Knowledge Base for the Campus Community

drupal — Mon, 28 Jan 2008 08:56:20 -0600

When technology support comes from a number of different departments on campus, how does a user know where to find answers? This predicament brought together various departments to find a solution for frustrated users: a centralized online help desk. Locating the appropriate software and implementing it became a joint effort.

How to Make Support Easier Through Effective Training

drupal — Mon, 28 Jan 2008 08:56:19 -0600

In today's world, technology resources can be overwhelming to the end user. Penn State Hazleton has created training programs and resources that allow users to grow and create their own technology-enhanced environment.

Tech Around the Clock: Providing Scalable 24 x 7 Support

drupal — Mon, 28 Jan 2008 08:56:18 -0600

Students expect anytime, anywhere access to IT resources from multiple locations ranging from home to the classroom to the airport. Temple provides around-the-clock support through its service desk and its learning spaces such as the TECH Center. This model is highly adaptable and scalable to both small and large levels. Introductory Level

The Upward Trail: Success Factors in Help Desk Management

ckeller — Fri, 18 Jan 2008 12:46:07 -0600

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.

IT Engagement in Research: A View of Medical School Practice - Corporate Edition

ckeller — Tue, 15 Jan 2008 16:55:01 -0600

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.

IT Engagement in Research: A View of Medical School Practice Roadmap

ckeller — Tue, 15 Jan 2008 16:27:19 -0600

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.

IT Engagement in Research: A View of Medical School Practice

ckeller — Fri, 11 Jan 2008 11:11:35 -0600

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.

Integrating Incident and Problem Management with ITIL Methodologies

drupal — Fri, 28 Dec 2007 13:18:50 -0600

Yale University is implementing two ITIL processes: incident and problem management. This presentation will discuss our incident and problem management design projects, including the maturation of the help desk to an ITIL service desk, the benefits of clearly distinguishing incidents and problems, and measuring process effectiveness.

University of Alberta: Using Online Help Desk Tools to Enhance Client Service and Department Operations

ckeller — Fri, 21 Dec 2007 14:16:04 -0600

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.

University of Northern Colorado RFP for a Co-Managed Help Desk

ckeller — Wed, 05 Dec 2007 10:29:20 -0600

This is an example of a RFP for Help Desk management services. The University of Northern Colorado (UNC) sought supplemental information technology support for both on-campus and distance learning for all students, faculty and staff.

Request for Proposals for Co-Managed Central Help Desk Services Colorado Community College System

ckeller — Mon, 03 Dec 2007 16:54:38 -0600

This is an example of a RFP for Help Desk management services.

Help Desk Sourcing Options: One University’s Solution

ckeller — Mon, 03 Dec 2007 15:25:27 -0600

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.

Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization

ckeller — Thu, 29 Nov 2007 14:54:36 -0600

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 Bowdoin College and Colgate University to demonstrate how the help desk can be used strategically as a revitalization tool and to assess its subsequent impact upon the IT organization and the institution at large.

Citation for this work: Albrecht, Bob, and Judith A. Pirani. "Bowdoin College and Colgate University: Using the Help Desk Strategically to Revitalize an IT Organization" (Case Study 7). Boulder, CO: EDUCAUSE Center for Applied Research, 2008, available from http://www.educause.edu/ecar.

Service on the Front Line: The IT Help Desk in Higher Education - Corporate Edition

ckeller — Wed, 28 Nov 2007 15:28:16 -0600

This 2007 ECAR research study explores the information technology (IT) help desk as a complex enterprise operating within a dynamic environment that includes the goals and culture of the central IT organization, the resources and services of the help desk, service level agreements between help desks and their clients, practices for evaluating and improving help desk services, and the perceived success of the help desk organization. Findings are related to the principles and practices of IT service management literature. This study is based on a literature review to identify issues and establish the research questions, consultation with selected higher education chief information officers, a quantitative survey of IT administrators at 454 colleges and universities in the EDUCAUSE database, qualitative interviews with 36 executives at 24 institutions, and four case studies about help desk and service management practices at a total of five higher education institutions. A non-profit edition is available here.

Citation for this work: Sheehan, Mark C. Service on the Front Line: The IT Help Desk in Higher Education (Research Study, Volume 8). Boulder, CO: EDUCAUSE Center for Applied Research, 2007, available from http://www.educause.edu/ecar.

Service on the Front Line: The IT Help Desk in Higher Education

ckeller — Wed, 28 Nov 2007 15:04:29 -0600

Citation for this work: Sheehan, Mark C. Service on the Front Line: The IT Help Desk in Higher Education (Research Study, Volume 8). Boulder, CO: EDUCAUSE Center for Applied Research, 2007, available from http://www.educause.edu/ecar.

Service on the Front Line: The IT Helpdesk in Higher Education Roadmap

ckeller — Wed, 28 Nov 2007 14:00:52 -0600

This ECAR roadmap synthesizes the important issues and recommended actions drawn from the 2007 study, Service on the Front Line: The IT Helpdesk in Higher Education. The study explores the information technology (IT) help desk as a complex enterprise operating within a dynamic environment that includes the goals and culture of the central IT organization, the resources and services of the help desk, service level agreements between help desks and their clients, practices for evaluating and improving help desk services, and the perceived success of the help desk organization. Findings are related to the principles and practices of IT service management literature, and they are based on a literature review to identify issues and establish the research questions, consultation with selected higher education chief information officers, a quantitative survey of IT administrators at 454 colleges and universities in the EDUCAUSE database, qualitative interviews with 36 executives at 24 institutions, and four case studies about help desk and service management practices at a total of five higher education institutions.

Citation for this work: Pirani, Judith A., and Mark C. Sheehan. "Service on the Front Line: The IT Help Desk in Higher Education" (Roadmap). Boulder, CO: EDUCAUSE Center for Applied Research, 2007, available from http://www.educause.edu/ecar.

ITIL: An Effective Methodology for Managing IT Services

drupal — Mon, 26 Nov 2007 15:16:36 -0600

ITIL, the Information Technology Infrastructure Library, is a process-based framework for more effectively managing IT services. Although just emergent in higher education, it has been widely adopted in industry. It is surprisingly well-suited to higher education. This session will introduce ITIL and serves as a companion to another session describing Yale's experience implementing ITIL.

Distributed Technology Support

drupal — Tue, 20 Nov 2007 12:17:45 -0600

This session will explore distributed technology support from a results-oriented perspective. The discussion will take into consideration both central and distributed issues, as well as institutional and local issues, with the goal of identifying best practices for a varying number of distributed structures.

E07 Podcast: In Plain English, Please: Effective IT Communications

kellywalker — Thu, 15 Nov 2007 13:40:49 -0600

This 45-minute podcast recorded during the EDUCAUSE 2007 Annual Conference features Mur Muchane, Executive Director of Information Technology Services, Davidson College and Lisa Trubitt, Assistant to the CIO for Policy & Communications, University at Albany, SUNY. Their session was titled "In Plain English, Please: Effective IT Communications."

The session abstract:

The University at Albany and Davidson College will discuss the strategies they use to convey information about IT services to their respective user communities. Both institutions have developed a protocol for communicating about IT to non-technical audiences in user-friendly ways.

GROK: A Virtual World of Help

drupal — Wed, 14 Nov 2007 09:49:41 -0600

Far from being strangers to the power of search engines and knowledge bases, members of the academy increasingly demand sophistication, depth, breadth, and efficiency in retrieving localized technical support. In response, LSU developed GROK, a knowledge base with a mobile device interface, multimedia features, and a collaborative authoring environment.

Student Workers in Educational Technology Support

ckeller — Fri, 09 Nov 2007 15:20:02 -0600

When linking service learning and university development, who benefits and in what ways?

Maximizing Student Teams to Support IT

ckeller — Fri, 09 Nov 2007 13:56:45 -0600

The TWIST project takes advantage of student teams to enhance, expand, and complement the IT organization.

No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals

drupal — Wed, 07 Nov 2007 13:04:27 -0600

Even the most seasoned IT professional needs constant training. How do you instill the love of lifelong learning in nontechnical support staff, at the same time moving them along the continuum toward more confidence and skill in technology support and troubleshooting? Empower them to learn, then teach them to teach other.

Project Prioritization Score Sheet: Aligning IT Activities with Client Priorities

drupal — Tue, 06 Nov 2007 11:04:19 -0600

Zane State College has implemented a project prioritization model for aligning limited IT resources and funding with institutional goals and objectives and client priorities. This presentation will describe the process and the project prioritization score sheet used to determine priority based on a holistic assessment of standard, client-focused impact criteria.

The IT Help Desk in Higher Education: Results of the 2007 ECAR Survey

drupal — Tue, 06 Nov 2007 11:04:17 -0600

This session presents findings from the 2007 ECAR survey on IT help desk management in the U.S. and Canada. Using assessment methods derived from IT service management standards and the broader IT help desk literature, ECAR has developed a robust view of the state of the practice in this highly significant service area.

Improving Service Management for Effective IT Governance

drupal — Tue, 06 Nov 2007 11:04:16 -0600

The University of Sao Paolo structured a set of mechanisms for effective IT governance. This poster will present the strategies and outcomes of our initiatives to manage our complex IT infrastructure and to address the growing needs for quality IT services.

Strategic Planning as Driver for IT Services Governance

drupal — Fri, 02 Nov 2007 16:56:48 -0500

To achieve the USP computing Center's main goal of operational excellence in IT services provision, a strategic plan involving the entire organization was developed. This presentation will demonstrate how this strategic plan was used to drive IT services governance and enforce the operational excellence search.