ECAR: IT Service Delivery in Higher Education: Current Methods and Future Directions

From the ECAR-ITSM working group

https://library.educause.edu/resources/2015/5/it-service-delivery-in-higher-education

IT service delivery is in a transitional stage; it is undergoing a shift from the management of technologies to the management of services. This 2015 ECAR study reports on the current state of IT service delivery in the context of this shift. “IT service delivery,” as we have defined it, is the set of technologies, tools, and resources that IT provides in support of the institution’s mission, as well as the manner in which those services are provided.