This ECAR research bulletin is based on recent ECAR research on the continuing evolution of the IT help desk and the ramifications of above-campus services and cloud computing for higher education institutions. It describes the plans some higher education institutions have for addressing support challenges in the future, as well as the planning being done at the University of Wisconsin–Milwaukee that includes working with an ITIL (Information Technology Infrastructure Library) framework for IT service management (ITSM).
Citation for this Work: Schaefer, Beth, and Melissa Woo. “Structuring the IT Organization for Cloud Services” (Research Bulletin 12, 2010). Boulder, CO: EDUCAUSE Center for Analysis and Research, 2010, available from http://www.educause.edu/ecar.