http://connect.educause.edu/display/39448 http://connect.educause.edu/display/39448 http://connect.educause.edu/educause/images/e_rss.png Comments for "Measuring the Future: MIT and Stanford Benchmark the Help Desk" en http://connect.educause.edu/display/39448 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. http://connect.educause.edu/display/39448#comments Benchmarking Help Desk IT Effectiveness Support Services HTML PowerPoint Presentations/Speeches Presented at Enterprise Technology Conferences Thu, 01 Jun 2006 12:19:15 -0500 drupal 39448 at http://connect.educause.edu