Show simple item record Peebles, Christopher S. Stewart, Craig A. Voss, Brian D. Workman, Sue B. 2011-11-22T15:36:54Z 2011-11-22T15:36:54Z 10/29/2001
dc.identifier.uri en
dc.description Presented at EDUCAUSE 2001, Indianapolis, IN en
dc.description.abstract Support for all users of computer hardware, software, and networks is crucial for full realization of the value that these digital intelligence amplifiers can offer a scholarly community. Bloated applications, opaque user manuals, infelicitous interactions among peripherals and the computers and networks to which they are attached, and short mean time-to-failure for some pieces of hardware provide challenges for even the most experienced users. Thus even in the beginning of the 21st Century, when it is asserted the technology has “matured,” the value that can be derived from use of IT services is directly proportional to the level of effective IT support that can be provided for the customers of these services. The focus of this narrative is how one maintains and continually improves the quality of that support. en
dc.language.iso en_US en
dc.relation.isversionof Peer-reviewed paper: Peebles, C.S., C.A. Stewart, B.D. Voss and S.B. Workman. Measuring quality, cost, and value of IT services in higher education. In: Proceedings of EDUCAUSE. (Indianapolis, IN, October 2001). Available from: en
dc.rights This content is released under the Creative Commons Attribution 3.0 Unported license ( This license includes the following terms: You are free to share – to copy, distribute and transmit the work and to remix – to adapt the work under the following conditions: attribution – you must attribute the work in the manner specified by the author or licensor (but not in any way that suggests that they endorse you or your use of the work). For any reuse or distribution, you must make clear to others the license terms of this work. en
dc.rights.uri en
dc.title Measuring Quality, Cost, and Value of IT Services (EDUCAUSE) en
dc.type Presentation en
dc.altmetrics.display true en

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