Identify Short-Term Trend in Support Services' Demand for Technology

摘要

The purpose of this study is to explore the underlying support services demand as way to improve the operational processes of educational technology. This allows for an alignment between the short-term service schedule and the expected users demand for short-term support. Enterprise system data at a large U.S. university was used to model the demand for service support in educational technology. Significant negative coefficients supported our claims that service demand, training requirements, and in-class repairs slowly decline during the semester, whereas lamp replacement demand grows as the semester progress. The idea of operational analytics to measure short-term trend in service demand was used as empirical signal technology managers could use in technology management.