Improving ICT Governance: A Radical Restructure Using CobiT and ITIL

Improving ICT Governance: A Radical Restructure Using CobiT and ITIL

Mark Toleman (University of Southern Queensland, Australia), Aileen Cater-Steel (University of Southern Queensland, Australia), Brian Kissell (University of Southern Queensland, Australia), Rob Chown (University of Southern Queensland, Australia) and Michael Thompson (University of Southern Queensland, Australia)
DOI: 10.4018/978-1-60566-008-0.ch009
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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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Background

In 2006, USQ reported a total number of 25,900 student enrollments contributing to 12,249 equivalent full-time student load (EFTSL). Of these, 21,238 studied externally and 4,662 studied on-campus. All students have access to online study materials and learning management systems. Enterprise Resource Planning systems include the Peoplesoft modules for Student Administration, Human Resources and Finance. In addition to the main Toowoomba campus, the University operates integrated satellite campuses at Springfield (Brisbane) and Fraser Coast. The complex network infrastructure operates on a high-speed optic fibre backbone, servicing approximately 2600 PCs and 200 Macintosh staff and student laboratory computers from 250 servers, via 190 network devices.

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