Service on the Front Line: The IT Help Desk in Higher Education
- Published:
- Briefs, Case Studies, Papers, Reports
- Author(s) and Contributors:
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Author(s): Mark Sheehan
- Source(s) and Collection(s):
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Sources(s): EDUCAUSE Research Collection(s): Research Report
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Abstract
Abstract
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.
Table of Contents | |
Entire Study | Service on the Front Line: The IT Help Desk in Higher Education |
Foreword | |
Chapter 1 | Executive Summary |
Chapter 2 | Introduction |
Chapter 3 | Methodology and Respondent Demographics |
Chapter 4 | The Institution and Its Central IT Organization |
Chapter 5 | Methods of Implementing Help Desk Services |
Chapter 6 | Funding and Staffing the Central IT Help Desk |
Chapter 7 | Help Desk Tools |
Chapter 8 | Service Level Agreements |
Chapter 9 | Setting a Course: Goals for the Help Desk |
Chapter 10 | Evaluating the Help Desk |
Chapter 11 | Success of the Help Desk: Assessing Outcomes |
Chapter 12 | On the Horizon: The Future of the Help Desk |
Appendix A | Institutional Respondents to the Online Survey |
Appendix B | Interviewees in Qualitative Research |
Appendix C | Bibliography |
Online Supporting Materials | |
Key Findings | |
Roadmap | |
Survey Instrument |
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Roadmap
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Survey Instrument
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Entire Study
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Key Findings