Smashing the silos

a new framework for information services

Janet Fletcher, Jennifer Peasley

    Research output: Chapter in Book/Report/Conference proceedingConference proceeding contribution

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    Abstract

    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
    Original languageEnglish
    Title of host publicationInformation Online 2005
    Place of PublicationCanberra
    PublisherALIA
    Number of pages7
    Publication statusPublished - 2006
    EventInformation Online 2005 : 12th Exhibition & Conference -
    Duration: 1 Feb 20053 Feb 2005

    Conference

    ConferenceInformation Online 2005 : 12th Exhibition & Conference
    Period1/02/053/02/05

    Keywords

    • ITIL
    • IT service delivery

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