Universiti Teknologi Malaysia Institutional Repository

Issues and challenges in providing quality ICT infrastructure service delivery in a university campus environment

Mohd. Nor, Sulaiman (2008) Issues and challenges in providing quality ICT infrastructure service delivery in a university campus environment. In: Conference on Customer-Focused Culture 2008: Energising and Empowering Quality Strategies Toward the Customer-Driven Organisations, 9-11th June 2008., The Zon Regency Hotel, Johor Bahru, Johor. (Unpublished)



Within a university environment, Information and Communication Technology (ICT) has become an important enabler in disseminating and sharing of knowledge through teaching, learning, research and supporting services to the core business. Thus, in this era, it is important that the body responsible for delivering the ICT services within a university campus reorientate the mode of delivery to that of a service provider. Based on this, the Centre for ICT (CICT) at the Universiti of Teknologi Malaysia sets the goal to achieve level three within the IT Management Process Maturity Model (Gartner Research, 2004). In this level, the IT organisation is supposed to define the service classes, the price associated with each classes and how to guarantee the service level as agreed upon. Traditional ICT service delivery is very much reactive and chaotic in nature. To migrate to this level, three tightly coupled components and issues, which relate to these components need to be addressed properly. The three components are technology, processes and people. How the three components relate to the ICT infrastructure strategic map and what are the issues and challenges will be deliberated and discussed in this paper.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:ICT service, ICT infrastructure, IT organisation
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions:Computer Science and Information System (Formerly known)
ID Code:6138
Deposited By: Zalinda Shuratman
Deposited On:25 Aug 2008 02:38
Last Modified:05 Oct 2017 06:08

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