what is the fee and what is the advantage of using that service for the distance education program?
Because distance learning occurs at any time (24/7) and any place, many schools are opting for outsourcing. Outsourcing can be offered by either the CMS vendor or be a freestanding service that is independent of the vendor. A key question to ask in the CMS selection process is whether a CMS provides a help desk service. Faculty may want to confirm that the school’s CMS provider can effectively bundle a help desk product with its CMS product; many CMSs are moving in this direction (to a portal or bundled product). If so, what is the fee and what is the advantage of using that service for the distance education program?
Another approach is to use a general help desk provider. The following are a few examples of a portal and CMSs help desk services.
• BlackBeltHelp (www.blackbelthelp.com) is a freestanding help desk service that has been working with higher education institutions for the past 5 years. It offers 24/7, 365 days a year support to students, faculty, and staff. Support includes LMS and ERP issues, general IT help, and so forth.
• Ellucian (http://www.ellucian.com/Support-and-Training/Ellucian-Client-Support/). This portal solution also offers help desk services. It offers assistance 365 days per year to faculty, staff, and students. Since it knows the portal software, it may be in a better position to assist students than a freestanding help desk service.
• Blackboard (http://www.blackboard.com/higher-education/student-services-and-technology-support/index.aspx). On July 8, 2014, Blackboard acquired Perceptis to enhance its help desk support service.