Smashing the silos

The reliance on information technology to underpin and support services requires organisations to provide a robust and reliable infrastructure. At Macquarie University Library we aim to achieve this by implementing the ITIL framework. Our first projects have concentrated on improving service delivery by introducing a new Service Desk, preparing a service catalogue with service level agreements, and introducing processes for problem and change/release management. So far the signs look good and we look forward to 2005 when the first processes will be introduced. Most importantly our work has lead to a change within the Library, the language of ITIL providing us an opportunity to instill a new culture of what IT service and service delivery is to our customers. The challenge is now to take this outlook beyond IT to the rest of the Library thus breaking down our silos to provide true seamless service delivery