Information technology support services: crisis or opportunity?

Yohe, J. Michael

doi:10.1108/10650749610152797

Cited by 3 publications

(2 citation statements)

References 16 publications

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“…These challenges face all IT specialists in organizations facing a rapidly changing IT landscape. However, in a time of tight budgets and continued high expectations, IT departments in higher education may find themselves asked to do more with fewer resources (Yole, 1996). Even Phase 1 applications like a U2S Web site can be fraught with difficulty.…”

Section: Discussionmentioning

confidence: 99%

Exploring e‐education applications: a framework for analysis

Fagan

2003

Campus-Wide Information Systems

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As a result of the convergence of computing and communications in the information age, there have been repeated calls for institutions of higher education to embark on needed changes. Some believe that higher education must transform itself, or make radical shifts, to operate effectively in this era. Much has been learned from the business and government sectors about the power of information technology to improve organizational efficiency and effectiveness, and to enable radical transformation. This study looks at approaches that have been used to classify e‐commerce and e‐government IT applications and explores their relevance to higher education. The study develops an e‐education framework that analyzes applications in higher education in terms of their application category and phase. By developing a framework for analysis based upon lessons learned in e‐commerce and e‐government, the study can provide another way of viewing an institution’s IT portfolio and for mapping future application possibilities.

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Section: Discussionmentioning

confidence: 99%

Exploring e‐education applications: a framework for analysis

Fagan

2003

Campus-Wide Information Systems

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“…Support services are expected to deliver everything that's new, virtually instantly; continue support of legacy systems beyond their reasonable lifetimes; assure interoperability of disparate and sometimes incompatible applications; and do it all with resources that are rapidly dwindling in proportion to the work at hand." [1] Does this sound familiar?…”

Section: Introductionmentioning

confidence: 99%

Evolution of three help desks

Prescott

Kilty

Franklin

et al. 2001

Proceedings of the 29th Annual ACM SIGUCCS Conference on User Services - SIGUCCS '01

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The IT environment in higher education is diverse in both the technology being used and the various constituents being supported. To help support this heterogeneous environment many universities and colleges have developed either a support center or a help desk to provide a nexus for support across campus and responsibilities within their IT departments. This paper describes the evolution of support centers and help desk at three different universities. The panel will facilitate discussion on the problems, obstacles, achievements, and unique ideas used by other institutions in their evolution of a support center.

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The costs of information technology and the electronic library

Tebbetts

2000

The Electronic Library

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This article discusses the impact of information technology requirements on the costs of electronic libraries. The fast‐paced developments of technology require continual updating of hardware and software. Networking access consists of initial costs and recurring expenses. Electronic content, training, and support all demand ongoing expenditures. In this environment institutions must budget accordingly. One‐time outlays from grant‐funding agencies or parent institutions will not meet the demands of the information technology marketplace. This article asks key questions concerning hardware, software and network installation and upgrades and provides strategies for dealing with the needs for continuous funding and long‐term financing that are essential for keeping up with the requirements of the electronic library.

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Information technology support services: crisis or opportunity?

Cited by 3 publications

References 16 publications

Exploring e‐education applications: a framework for analysis

Exploring e‐education applications: a framework for analysis

Evolution of three help desks

The costs of information technology and the electronic library

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