IT service management - and beyond

Macquarie University Library identified a need for a responsive and scalable way of delivering services, particularly IT services, which made best use of existing resources, developed a shared understanding of service provision across the Library and created a cycle of continuous improvement. To identify best practice in service delivery, Macquarie University Library looked to the IT industry and an internationally recognised framework for IT service improvement â¿¿ the IT Infrastructure Library (ITIL). Through a process of identifying a vision for the service, and assessing the gap between current service provision and vision, the Library identified key ITIL processes and, from these, developed four IT projects to spearhead the move to a continual service improvement process. The Library has now begun applying the ITIL framework to traditional library services to redefine its service delivery model, break down existing silos and rethink service provision. The aim is to create a framework which can address the management of incidents and problems, availability and capacity when delivering physical and electronic services. The successes, issues and challenges in implementing this quality methodology, and sustaining it, will be discussed from both an IT and a library perspective.