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

Added by the EDUCAUSE Librarian

Title:

University of North Carolina at Chapel Hill: Integrating IT Support Institution-Wide (ID: ECS0709)

Author(s):

Donald Z. Spicer (University System of Maryland) and Judith A. Pirani (EDUCAUSE)

Topics:

24x7 Support, Help Desk, Outsourcing, Support Services

Origin:

Documents Contributed by ECAR, Case Studies (02/14/2008)

Type:

Articles, Papers, and Reports

Abstract:

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.

View this resource:

http://www.educause.edu/ir/library/pdf/ecar_so/ers/ers0708/cs/ECS0709.pdf

Case Study

http://connect.educause.edu/Library/ECAR/ServiceontheFrontLineTheI/45690

Full Study Abstract

Study Table of Contents

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