ICT governance - radical restructure

Cater-Steel, Aileen and Toleman, Mark ORCID: https://orcid.org/0000-0002-0535-8103 and Kissell, Brian and Chown, Rob (2006) ICT governance - radical restructure. In: 2006 IT Governance International Conference, 13-15 Nov 2006, Auckland, New Zealand.


Download (76kB)


[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 and comprises three sections: performance measurement and investment management; service delivery; and infrastructure and systems. To ensure the radical change was managed professionally, a change manager from the HR department was seconded to the project. With the new structure now in place, a single service desk has been implemented and service level agreements are being formulated with faculties and departments.

This paper 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 corporate goals. To benchmark services, surveys of students and academic and general staff were conducted and are reported. Innovative arrangements include the use of student ‘daemons’ to supplement ICT support capabilities, as well as two part-time positions of principal advisors: learning and teaching, and research. 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.

Statistics for USQ ePrint 1253
Statistics for this ePrint Item
Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: No evidence of copyright restrictions.
Faculty/School / Institute/Centre: Historic - Faculty of Business - Department of Information Systems (Up to 31 Mar 2007)
Faculty/School / Institute/Centre: Historic - Faculty of Business - Department of Information Systems (Up to 31 Mar 2007)
Date Deposited: 11 Oct 2007 00:38
Last Modified: 27 Sep 2016 04:16
Uncontrolled Keywords: ICT Governance, organisational structure, federal model, CobiT, ITIL
Fields of Research (2008): 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Fields of Research (2020): 46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460908 Information systems organisation and management
URI: http://eprints.usq.edu.au/id/eprint/1253

Actions (login required)

View Item Archive Repository Staff Only