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 Analysis and Research, 2008, available from http://www.educause.edu/ecar.