Show simple item record Peebles, Christopher Stewart, Craig Voss, Brian Workman, Sue 2006-11-03T15:58:31Z 2006-11-03T15:58:31Z 10/29/2001
dc.description Longer version published at 2001 55th Annual Quality Congress, American Society for Quality, Charlotte, NC. 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.format.extent 145114 bytes
dc.format.mimetype application/pdf
dc.language.iso en
dc.publisher EDUCAUSE Conference Proceedings, Indianapolis IN en
dc.subject Balanced Scorecard en
dc.subject Higher Education en
dc.title Measuring Quality, Cost, and Value of IT Services en
dc.type Article en
dc.altmetrics.display true en

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