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Stories from the Field: An Australian University
Planning for Better Customer Outcomes: Creating an IT Service Lifecycle - Stage 1.
ProActive's approach to designing an overall framework to integrate all functions and practices across IS, gave this University confidence that they could deliver the desired customer outcomes with improved efficiency and effectiveness.
This story describes how an Information Services (IS) division within an Australian University was undergoing significant changes to the way they were organised and structured. They also need to revise the roles and responsibilities required to support a customer and service based approach to the provision of IT services and the ongoing lifecycle management of those services. There was a need for IS to improve the quality of service delivery to close the gap between customer expectations and the ability to deliver to them.