IT Support Services

2026 EDUCAUSE Workforce Report: Can Higher Education Break the Cycle of Reactivity?

Mon, 01 Jun 2026 15:27:25 Z

The 2026 EDUCAUSE Workforce Report examines how resource constraints are creating a cycle of reactivity across higher education and explores the impact of rising workloads, staffing challenges, and limited resources on teams, institutions, and workforce sustainability.

2026 EDUCAUSE Students and Technology Report: Steady through Change

Tue, 10 Mar 2026 18:07:05 Z

Explore how students navigate technology, AI, course experiences, and workforce preparation in higher education, based on insights from 8,622 students today.

2023 EDUCAUSE Horizon Action Plan: Generative AI

Thu, 14 Sep 2023 17:39:55 Z

This report describes an ideal future for generative AI in higher education, drawing on the insights of a small panel of teaching and learning higher education experts, focusing on a 10-year timescale.

2022 Students and Technology Report: Rebalancing the Student Experience

Mon, 26 Sep 2022 20:09:41 Z

The results of our survey of US undergraduate students, across 4 areas key areas: Technology Challenges and Solutions, Modality Preferences, Access to Educational Technology and Student Success

After the Pivot: Strategic Evolution of Online Education in the Research University

Tue, 18 Jan 2022 16:37:53 Z

This discussion paper was designed as a resource to assist academic leadership in Big Ten Academic Alliance institutions in evaluating strategic decisions related to the future role of online learning activities at their universities.

Student Experiences with Technology in the Pandemic

Mon, 08 Nov 2021 15:42:03 Z

EDUCAUSE conducted a special Fall 2020 study to gain insights on the student experience during what has been an exceptional time of disruption. In these reports, we share our results from the study related to online learning and connectivity.

Machine Learning’s Growing Role in Research

Wed, 10 Mar 2021 17:57:47 Z

This study explores the practices IT departments are utilizing to support faculty and researchers at their institutions who are exploring how machine learning can improve their research.

Digital Equity: Making Technology and Services Available to All

Wed, 24 Jun 2020 20:38:34 Z

During the COVID-19 pandemic, digital equity is a particularly relevant and important topic across higher ed. This webinar from the Diversity in IT Community Group invites two guest speakers to share their expertise on this topic.

Extending XR across Campus

Tue, 03 Mar 2020 22:50:08 Z

The HP/EDUCAUSE Campus of the Future project continues to be one of the most broadly comprehensive studies to date on the integration of 3D technologies into higher education. This third report examines the factors that influence institutional deployment of XR technologies.

Research Computing and Data Capabilities: A Tool for Assessment and Improvement

Mon, 13 Apr 2020 17:52:00 Z

The Research Computing and Data Capabilities Model allows institutions to assess their support for computationally- and data-intensive research and as an input into strategic decision making and organizational planning.

UAB’s Central and Distributed IT Partnership: Campus Patching - An IT Support Services CG Webinar

Thu, 27 Feb 2020 21:19:28 Z

Central and distributed IT organizations came together at The University of Alabama at Birmingham to establish a single source for campus desktop patching.

2019 Study of Faculty and Information Technology

Thu, 21 Nov 2019 22:17:54 Z

This study presents important findings from EDUCAUSE's 2019 research on faculty and information technology. It also provides technology and higher ed leaders with recommendations for addressing the most pressing technology support and solution needs for faculty.

The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration, Second Edition

Fri, 15 Nov 2019 18:43:16 Z

This paper provides specific guidance regarding the necessary components of an effective IT service catalog, such as the taxonomy, terminology, attributes, and descriptions for common IT services. It is a revision of the 2015 document and uses feedback from earlier implementations and the people who created them to address gaps and changes in the landscape of information technology.

Eliminating Support Email: Is it a Viable Option? An IT Support Services CG Webinar

Mon, 02 Dec 2019 21:16:18 Z

This 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.

24/7 Support - What are Others Doing?

Tue, 27 Aug 2019 16:23:48 Z

Hear 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.

ACUHO-I State of ResNet 2019 Report

Tue, 09 Jul 2019 21:46:30 Z

The 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.

Benchmarking IT: A Global Approach

Mon, 20 May 2019 17:25:24 Z

In 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.

Service Design and Transition Toolkit

Thu, 06 Oct 2022 14:15:53 Z

This toolkit has been created to help organizations both design and transition successful services.

Abstract : Accelerating Organizational Agility and IT Velocity with DevOps and Change Enabled Release Teams

Tue, 13 Sep 2022 23:28:23 Z

Leveraging ITIL Change Enablement with DevOps, your organization can become more competitive by supporting your digital transformation program.

Core Data Service Trends Almanacs, 2011-14 Data

Thu, 15 Jun 2017 19:12:02 Z

These 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.