ICT governance - radical restructure

[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.