https://library.educause.edu/topics/it-professional-services/centralized-and-decentralized-supporten{1583F0FC-EDDA-4B50-9784-25FA7782CD19}https://library.educause.edu/resources/2022/5/smaller-and-restructured-how-the-pandemic-is-changing-the-higher-education-it-workforceOne of the most salient consequences of the COVID-19 pandemic on higher education has been a reduction and reorganization of the workforce.Fri, 12 Aug 2022 16:21:11 Z{1A278283-76BB-4968-89B4-DABF874CF18A}https://library.educause.edu/resources/2020/2/uabs-central-and-distributed-it-partnership-campus-patchingCentral and distributed IT organizations came together at The University of Alabama at Birmingham to establish a single source for campus desktop patching. Thu, 27 Feb 2020 21:19:28 Z{6229272F-131B-413C-9F72-E3A2614FCABE}https://library.educause.edu/resources/2019/11/eliminating-support-email-is-it-a-viable-optionThis Webinar was planned in response to the recent thread in this group about receiving tickets via email. The presenters will discuss how they handle incoming tickets, including via email, phone and walk up, and whether it makes sense to eliminate email as an option.Mon, 02 Dec 2019 21:16:18 Z{A6A1A7A3-8CD3-44B9-A28B-189C0DB3AE0C}https://library.educause.edu/resources/2019/8/24-7-support-what-are-others-doingHear from your colleagues about how they are handling 24/7 support. Each panelist will spend a few minutes discussing their support models, why they chose the models they did, how they are working and the associated costs of 24/7 support. There will be plenty of time for questions and discussion at the end of the session. An IT Support Services Community Group webinar. Tue, 27 Aug 2019 16:23:48 Z{56971894-8F79-4F92-9544-11026413E83D}https://library.educause.edu/resources/2015/7/benchmarking-it-a-global-approachIn order to facilitate cross-border comparisons appropriate for the global higher education business, it is necessary to have a way of comparing individual institutions with peers to start a conversation about how services are provisioned, identify areas where performance isn’t as effective as other institutions, and share best practices to develop more effective and efficient IT services.Mon, 20 May 2019 17:25:24 Z{ECB09E35-EDB5-4EC4-993D-32128B6E5627}https://library.educause.edu/resources/2018/11/2017-educause-core-data-service-cds-benchmarking-reportThe 2017 Core Data Service (CDS) Benchmarking Report summarizes key findings from the CDS 2017 survey, provides a glimpse into the breadth of CDS data, and ultimately provides you with an opportunity to conduct your own benchmarking assessment. The customizable graphs contained within this report are meant to be used to assess your IT operation compared to that at peer institutions of similar size, control, or Carnegie Classification.Thu, 29 Nov 2018 21:08:25 Z{492CFD1A-53A6-4DA6-B4DA-E4246BC6CC55}https://library.educause.edu/resources/2016/8/organizational-models-for-it-service-delivery-and-the-evolving-it-organizationThe advent of new service models in the technology marketplace—in particular the cloud—has changed the way IT services are being provisioned. The IT department, once the major provider of technology to its campus, has become one service provider among many. Thu, 18 Aug 2016 17:57:59 Z{A2786857-62D4-4846-89B5-C2649F65E94B}https://library.educause.edu/resources/2015/8/calculating-the-costs-of-distributed-it-staff-and-applicationsAs most higher education institutions continue to experience rising costs, reductions in funding from nontuition sources, and growing pressure to curtail tuition increases, the need to know and manage the total cost of IT across campus has never been greater.Tue, 22 Dec 2015 17:37:59 Z{8C4754E9-B15F-453D-88A4-B272240B1DCC}https://library.educause.edu/resources/2013/8/central-it-support-servicesThis CDS Spotlight focuses on data from the 2012 Core Data Service to better understand how higher education institutions provide central IT support services.Tue, 22 Dec 2015 17:34:49 Z{30A936E8-8E56-425E-BA61-078D0E792275}https://library.educause.edu/resources/2013/2/big-research-support-from-a-small-it-organization-montana-state-university-billingsFor the typical, small central IT organization with limited funding, finding the adequate resources to provide requisite infrastructure, equipment, software, and technical support can be challenging.Tue, 22 Dec 2015 17:34:47 Z{1E052E6F-3615-462E-946B-782B82FC213A}https://library.educause.edu/resources/2012/11/research-computing-the-enabling-role-of-information-technologyTue, 22 Dec 2015 17:33:29 Z{48C622CB-F31E-418E-ADB6-75E16C99EA3A}https://library.educause.edu/resources/2010/5/it-organizations-balancing-centralized-efficiencies-with-localized-needs This ECAR research bulletin outlines an approach for rethinking the structure for delivery of IT services in colleges and universities that have multiple IT groups.Tue, 22 Dec 2015 17:25:37 Z{907031DB-1D1C-4CC7-ACEE-BE3B7B5F44B5}https://library.educause.edu/resources/2009/12/disrupting-class-how-disruptive-innovation-will-change-the-way-the-world-learnsPresentation at the 2009 EDUCAUSE Center for Analysis and Research (ECAR) Symposium, December 3, 2009, in Carlsbad, California, by Michael B.Tue, 22 Dec 2015 17:20:20 Z{8F3619E7-FA6B-4B0A-8B85-A5F96AB6CC21}https://library.educause.edu/resources/2009/7/unity-in-diversity-at-the-university-of-porto In July 2007 ECAR initiated preliminary efforts to extend its research understanding of information technology practices outside of the United States and Canada.Tue, 22 Dec 2015 17:23:14 Z{42F794D0-6227-463A-AD28-93820765D459}https://library.educause.edu/resources/2009/3/decentralized-it-governance-and-policy-in-higher-educationThis ECAR research bulletin focuses on the challenges and strategies related to integrating IT governance and policy across multiple university entities (schools, colleges, departments, and campuses).Tue, 22 Dec 2015 17:20:12 Z{BB99548F-A81D-4FAB-B1E0-736610461DC6}https://library.educause.edu/resources/2008/10/the-tower-and-the-cloud-higher-education-in-the-age-of-cloud-computingThe emergence of the networked information economy is unleashing two powerful forces. On one hand, easy access to high-speed networks is empowering individuals.Tue, 22 Dec 2015 17:19:03 Z{7C419C08-19B7-41EC-9426-84122898C318}https://library.educause.edu/resources/2008/5/recasting-the-centralizationdecentralization-debate-advancing-the-innovation-support-cycleThis research bulletin explores the importance of focusing on innovation in decision-making about IT.Tue, 22 Dec 2015 17:18:43 Z{DFC6A231-FA7D-4079-A88F-DB41080B64D1}https://library.educause.edu/resources/2007/1/it-help-desk-managementThis January 2007 survey informs research about the support services that higher education institutions provide to users of information technology resources.Tue, 22 Dec 2015 17:14:16 Z{EDD95367-17C8-4E19-9A78-97246E3C52F7}https://library.educause.edu/resources/2006/6/the-cost-of-decentralization"What these business leaders may or may not know is that decentralization is costing them money, reducing quality and undermining corporate synergies that may be strategic.Tue, 22 Dec 2015 17:11:50 Z{F1B2244A-FCA6-4883-B2A8-4624EB26F451}https://library.educause.edu/resources/2006/1/know-where-learning-in-a-complex-adaptive-ageOur existing educational system was created to serve in an era when knowledge was fairly static. Today's complex environments and rapid knowledge growth require an educational model that is adaptive to global trends and new learning contexts.Tue, 22 Dec 2015 17:10:33 Z