Towards an Integrated Approach for Delivery of Library and Technology Services - Using ITIL to develop a single service desk.
In 2001, Griffith undertook a organisational realignment in the Division of Information Services. The Division wanted to develop a more integrated and streamlined approach to the delivery of Library, Technology and Flexible Learning services. Central to the realignment was the development of an integrated helpdesk (including a phone contact centre) where a client could have all enquiries answered including technology and library issues through a single contact point. The purpose of this paper is to give an overview of our model of service delivery through the single Service Desk and to describe how ITIL has assisted in structuring our services to develop this integrated approach.
EDUCAUSE Australasia 2007 Advancing Knowledge: Pushing Boundaries
Copyright remains with the author 2007 Griffith University. The attached file is posted here with permission of the copyright owner for your personal use only. No further distribution permitted. For information about this conference please refer to the publisher's website or contact the author.