Information Technology Services Information Technology Services supports QUTs vision with leading information technology services in partnership with the QUT community. ITS Restructure

Information Technology Services Rationale – ITS Restructure Review of Computing Services Breakdown of partnership with clients Gulf between the expectations of each party of the other

Information Technology Services Features The key features of the ITS structure relate to: relationship/partnership building end to end client service quality management and, flexibility

Information Technology Services Client Partnerships Strategic partnerships at senior level Supported at operational level Involvement of clients in Service Quality Teams Involvement of clients as project sponsors ITS Communication Strategy – informing clients

Departmental* administrative staff Information technology budget management Communications administration Software * acquisitions **Backup Project Desktop Client Support Officers Desktop Specialist Support Officers Operations staff Central systems support staff Network support staff Messaging support staff Internet support staff Systems security Authentication* Research support staff QUT Virtual support staff Corporate information systems support staff Switch and Staff Help Desk support staff Trainers Information Officer CQ Specialists* Web support * staff ** Year 2000 ** Handshake ** Single Sign-on ** Student DIRECTOR Project Portfolio Warren Fraser Manager Co-locate CQ Specialist Co-locate CQ Specialist Co-locate CQ Specialist Co-locate CQ Specialist Co-locate CQ Specialist Client Quality Services Avril Grant Manager Administrative Support Services Diane Andrews Coordinator Desktop Support Services Graham Keys Manager Central Syst. Services Warren Goodman Manager Network Services Ross Gorham Manager HPC & Research Support Joe Young Manager Corporate Information Services Joe Dascoli Manager Call Centre Paul Mottram Manager Strategic Client Relations * = Positions co-located for cross-department communication Co-locate CQ Specialist Planning Officer 24 Nov1999 Operational Client Relations The key features of the ITS structure relate to: relationship/partnership building, end-to-end client service, quality management, and flexibility Client partnerships will be developed and maintained through Strategic Client Relationships and Operational Client Relations. These relationships are supported by Managers and Client Quality Specialists. Cross departmental relationships will be fostered by colocating staff within groups other than their own organisational areas. End-to-end client service is being managed through the clear allocation of responsibility/accountability for a whole function One section has as its primary responsibility the quality assurance of all of ITSs services. The structure remains flexible having identified sections likely to merge or separate over time because of either developments in technology, or further development of particular services eg. QUT Virtual. **Sample Projects

Information Technology Services Change Process McKinsey Seven S Model to move the whole organisation - not one or two parts only Communicate clearly the change driver – need to change Emphasis on stakeholder and staff involvement to achieve service quality Honest and open process Two-way communication with staff – solve problems for staff

Information Technology Services Outcomes More informed decision making at senior university level Stronger linkages leading to greater understanding of: –Clients businesses by ITS staff –ITS constraints by clients Flatter structure leading to wider participation in problem solving and decision making Management of end-to-end client services and quality assurance –Role of Client Quality Service section