https://library.educause.edu/topics/it-professional-services/help-desken{09C28B05-66DF-4A50-B7C7-50CC35447F62}https://library.educause.edu/resources/2019/7/acuho-i-state-of-resnet-2019-reportThe 2019 research findings, with 351 responding higher education administrators, bring light to the adversities, strategies, and solutions of providing high-performance net-works in residence halls and campus-wide.Tue, 09 Jul 2019 21:46:30 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{90401147-EE0D-4475-8700-C7D64BC5DB7C}https://library.educause.edu/resources/2017/3/educause-core-data-service-2016-almanacsThese two-page, easy-to-scan summaries distill CDS data in a variety of categories that include IT financials, staffing, and services, and many other service areas.Tue, 14 Mar 2017 16:16:51 Z{9E858017-EF73-4398-BC70-BA28C6EBD92F}https://library.educause.edu/resources/2016/5/the-2015-enterprise-application-market-in-higher-educationThe 2015 Enterprise Application Market reports from the EDUCAUSE Center for Analysis and Research use data from the EDUCAUSE Core Data Service (CDS) to better understand how higher education institutions approach various information systems.Mon, 09 May 2016 17:44:54 Z{1EEEE568-9E70-49C0-A462-A71DDA42D12D}https://library.educause.edu/resources/2016/2/educause-core-data-service-2015-almanacsThese two-page, easy-to-scan summaries distill CDS data in a variety of categories that include IT financials, staffing, and services, and many other service areas.Fri, 26 Feb 2016 22:51:10 Z{079C511F-0E78-4569-9082-60FF9AFE46C1}https://library.educause.edu/resources/2015/8/it-service-desk-management-a-2014-enterprise-application-market-in-higher-education-series-reportThe 2014 Enterprise Application Market reports from the EDUCAUSE Center for Analysis and Research (ECAR) used 2014 data collected in the 2015 EDUCAUSE Core Data Service (CDS) survey to better understand how higher education institutions approach various information systems. The series includes an interactive data visualization and eight reports. Vendor market share and system rate of change are among the metrics highlighted.Thu, 17 Mar 2016 16:03:52 Z{A029B9DE-DB1C-456E-A837-5126D7A7E321}https://library.educause.edu/resources/2015/7/the-2014-enterprise-application-market-in-higher-educationThe 2014 Enterprise Application Market reports from the EDUCAUSE Center for Analysis and Research use data from the EDUCAUSE Core Data Service (CDS) to better understand how higher education institutions approach various information systems.Tue, 22 Dec 2015 17:38:09 Z{2104D195-451B-4D5D-B0E7-8D289DEBB301}https://library.educause.edu/resources/2015/2/educause-core-data-service-2014-almanacsThese two-page, easy-to-scan summaries distill CDS data in a variety of categories that include IT financials, staffing, and services, and many other service areas.Tue, 22 Dec 2015 17:38:02 Z{2C09192B-DC8E-4962-BEC9-DC0AF0F28D26}https://library.educause.edu/resources/2014/10/2014-student-and-faculty-technology-research-studiesThis research can catalyze conversations among IT professionals about how to better serve their constituents; among institutional leaders about how to use technology strategically; and among faculty and students about how to articulate their technology needs and expectations.Tue, 22 Dec 2015 17:36:13 Z{9576491E-69CC-4349-8FB0-2CC8514580DA}https://library.educause.edu/resources/2014/10/study-of-students-and-information-technology-2014For the 2014 student techology use study, ECAR also collaborated with 213 institutions to collect responses from 75,306 undergraduate students about their technology experiences.Tue, 22 Dec 2015 17:37:05 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{473829D0-F8D4-4422-8113-671A2F771293}https://library.educause.edu/resources/2012/4/leading-the-student-experience-superconvergence-of-organisation-structure-and-business-processesThis group of case studies from the United Kingdom organization, Leadership Foundation for Higher Education, focuses on the UK higher education student experience.Tue, 22 Dec 2015 17:33:07 Z{005D0EDE-D403-434B-B634-814C8C35038A}https://library.educause.edu/resources/2010/8/making-room-for-yes-it-starts-at-the-top This ECAR research bulletin provides some practical suggestions on how IT can become a valued partner in the mission of the institution by creating a culture of yes.Tue, 22 Dec 2015 17:25:52 Z{08248F81-9ED9-4A6F-A0E6-F61BD7C4E31E}https://library.educause.edu/resources/2010/6/structuring-the-it-organization-for-cloud-services 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.Tue, 22 Dec 2015 17:26:44 Z{7D952A55-A8B5-4B55-96CB-E983796057E1}https://library.educause.edu/resources/2009/9/whatever-it-takes-supporting-higher-education-executives-24-x-7-x-365 This ECAR research bulletin discusses the decision by the information technology organization at Indiana University (IU) to form an IT team dedicated to VIP support.Tue, 22 Dec 2015 17:23:32 Z{23D6517E-8D4C-4461-BF9A-21075E0AF3D5}https://library.educause.edu/resources/2009/8/beyond-the-help-desk-creating-a-culture-of-service-in-the-it-organizationThis ECAR research bulletin describes strategies used by the IT organizations at the University of Massachusetts Boston and Dickinson University to develop a plan for improving the culture of service within those organizations.Tue, 22 Dec 2015 17:19:53 Z{DFC219A3-4809-47CF-96D2-1AC666914ABD}https://library.educause.edu/resources/2009/7/helping-the-help-deskOutsourcing and technology are elevating customer service on IT’s front line. Tue, 22 Dec 2015 17:21:03 Z{72502D70-2E26-4465-B210-7E0501E87396}https://library.educause.edu/resources/2009/4/crowdsourcing-the-it-help-desk-a-cloud-approach-to-mass-intelligenceThis ECAR research bulletin refines the concepts of crowdsourcing and mass intelligence and provides several notable examples of their vast potential when they are used together.Tue, 22 Dec 2015 17:20:07 Z{DBDCEC5F-23C0-4A63-A7FF-2475FC3F3454}https://library.educause.edu/resources/2008/11/it-services-sourcing-surveyThis November 2008 survey is a critical component of the EDUCAUSE Center on Applied Research (ECAR) study of IT services sourcing in higher education.Tue, 22 Dec 2015 17:18:02 Z{A70DB7C0-1694-4354-974A-1D9A98EA9DC4}https://library.educause.edu/resources/2017/6/core-data-service-trends-almanacs-2011-to-2014-dataThese almanacs summarize Core Data Service trend data from the 2011, 2012, 2013, and 2014 surveys for a subset of responding institutions. The almanacs enable a quick assessment of the state of IT financials, staffing, and services, and other key IT service areas in higher education. Thu, 15 Jun 2017 19:12:02 Z