Improving ICT governance: a radical restructure using CobiT and ITIL

Toleman, Mark and Cater-Steel, Aileen and Kissell, Brian and Chown, Rob and Thompson, Michael (2009) Improving ICT governance: a radical restructure using CobiT and ITIL. In: Information technology governance and service management: frameworks and adaptations. Information Science Reference (IGI Global), Hershey PA, USA, pp. 178-189. ISBN 978-1-60566-008-0

Abstract

[Abstract]: Acting upon the recommendations of a review of information and communications technology (ICT) governance and services at USQ, a major restructure was effected merging ICT units previously scattered across the university. The new Division of ICT Services embodies both CobiT and ITIL principles. To ensure the radical change was managed professionally, a change manager was seconded to the project. The value and importance of this role was underestimated and in retrospect it was removed too early. With the new structure now in place, a single service desk has been implemented and service level agreements have been formulated. This chapter describes the new reporting structure of the Division of ICT Services, the internal structure, the goals of the Division and how they align with the USQ corporate goals. Care was taken to ensure that the new ICT structure was logical and conducive to operational effectiveness, efficiency and sound ICT governance. The new structure provides pathways and opportunities for career progression, reflects a client focus and provides role delineation and functional accountability.


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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Chapter 9. Permanent restricted access to paper due to publisher copyright restrictions. See the Website location above for details. Print copy held in USQ Library at call no. 004.068 Inf.
Depositing User: Dr Aileen Cater-Steel
Faculty / Department / School: Historic - Faculty of Business - School of Information Systems
Date Deposited: 26 Jun 2008 02:34
Last Modified: 02 Jul 2013 23:04
Uncontrolled Keywords: ICT Governance, CobiT, ITIL
Fields of Research (FOR2008): 13 Education > 1301 Education Systems > 130103 Higher Education
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150307 Innovation and Technology Management
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150312 Organisational Planning and Management
URI: http://eprints.usq.edu.au/id/eprint/4227

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