ACUTA Journal of Telecommunications in Higher Education

In This Issue Abundance of Services at lU Customer Relations and Technology: Practical Solutions from Two Campuses FSU Converges Support to Follow Technology Service Catalogs and the Value of Just 12 Minutes Essential Telephone Skills Email Services: Beginning of the End? lnstitutional Excellence Award Interview President\u27s Message From the Executive Directo

Frameworks used for IT governance at universities: An exploratory study

Frameworks are essential to assist the organizations with the implementation of effective IT governance. COBIT and ITIL, among other frameworks, can be considered for the implementation of IT governance. This work uncovers which frameworks and related standards have been adopted to implement the governance of IT at universities. Using a qualitative approach, interviews were carried out with IT directors at universities in three countries: Brazil, Portugal, and the Netherlands. Findings reveal that ITIL is the most used framework with Service Desk and Incident Management as the most implemented processes in the six universities under study. While the Brazilian and the Portuguese universities have adopted ITIL, the Dutch universities preferred to adopt BiSL. Something similar happens for IT project management with Brazilian and Portuguese universities adopting PMBOK while Dutch universities have adopted PRINCE2. Something that is common to all universities under study, it is the option for IS0:27001 regarding information security. Overall, it seems that IT at universities is still focused on operational and managerial issues. The case for the governance of IT is still to be made in order to make clear that IT can play a crucial role to deliver a winning strategy in the business of higher education.FEDER - Federación Española de Enfermedades Raras(UID/CEC/00319/2013). COMPETE: POCI-01-0145-FEDER-007043 and FCT – Fundação para a Ciência e Tecnologia within the Project Scope: UID/CEC/00319/201

ACUTA Journal of Telecommunications in Higher Education

In This Issue Abundance of Services at lU Customer Relations and Technology: Practical Solutions from Two Campuses FSU Converges Support to Follow Technology Service Catalogs and the Value of Just 12 Minutes Essential Telephone Skills Email Services: Beginning of the End? lnstitutional Excellence Award Interview President\u27s Message From the Executive Directo

ACUTA Journal of Telecommunications in Higher Education

In This Issue UConn Looks at Little Details for Big Savings A Framework for Managing Best Practices Auditing, Honesty, and Big Savings Leveraging SIP within Existing Networks: Reflecting on the University Network Merging Faces of Telecom Service Providers How Three Schools Make Profitable Use of the Web Developing Accounting and Planning Systems to Control Network Costs lnstitutional Excellence Award: The Advanced Network Services Registry at KU Are You Ready for Best Practices? Interview President\u27s Message From the Executive Directo

Building capacity and developing human capital: an exploration of curriculum development in ICT programmes at South African universities

There is a growing consensus on the potential for information and communications technologies (ICTs) to support socio-economic development in sub-Saharan Africa (SSA). Universities as providers of higher education are critical to developing SSA countries by, amongst others, empowering the region to develop appropriate ICT solutions for local challenges. The purpose of this paper is to describe and discuss how contextual realities influence the development of ICT programme curricula at public universities in South Africa, a developing country in SSA, in order to meet the demand for ICT skills. After a brief discussion of the factors that influence the content and delivery in education systems an overview of the South African public higher education context is provided. Against this background the content and delivery of ICT programme offerings and the rationale behind the programmes at four South African public universities are presented in case study format and concludes with a discussion of the case studies. The paper may be of value to academic departments as examples of how other departments are responding and adjusting their offerings, to government departments and policy makers by engendering a better understanding of the impact of policy on programme development and to industry by illustrating the diverse stakeholders in higher education and academia’s responsiveness to these diverse requirements

ACUTA Journal of Telecommunications in Higher Education

In This Issue President\u27s Message Business Relationship Management: Does Your organization Need It? Predict Your organization\u27s ICT Future by Making lt Happen Safeguarding Campus Networks in an loT World What the Year 2020 Holds tor the Digital Campus Collaborating for Success The Campus of the Future: 2020 and Beyond The lnternet of Things, Higher Education, and lT: How Do We Fit ln? 201 6 institutional! Excellence Awar

Transforming Organizations Through the Implementation of Processes, Structures and Relational Mechanisms for Governing IT: A Leadership Role for IS Departments in Institutions of Higher Education in Australia

Over the past decade, IT governance has become a key issue of concern for senior IT decision makers around the world. This exploratory study examines how central IS departments in four institutions of higher education in Australia are transforming organizational attitudes and approaches to governing IT by implementing structural and processes changes and establishing relational mechanisms. This paper will focus particularly on the implementation of IT governance processes in these institutions and examine how internationally recognized standards such as COBIT, ITIL and ISO17799 are being utilized. The study reveals a number of findings in the context of the implementation of IT governance in the higher education environment

The Art of Existence and the Regimes of IS-enabled Customer Service Rationalization: A Study of IT Service Management in the UK Higher Education

This paper adopted a critical perspective to examine IS-enabled IT customer services rationalization project in a UK University context. Informed by Foucaultian framework of rationality/power and ethics the paper seeks to demonstrate how individuals deploy their critical moral reflection to enact ‘the care of the self’ in living with the consequences of IS-enabled services process change. The study draws on two years of field work to argue for the multiplicity of individual’s moral judgment under rationalization regimes of truth. Individuals deploy a self reflective rationality to judge the impact of the project on their work and life experience and act accordingly. This paper contributes to IS research by drawing attention to IT service management as an area for academic research as well as to Foucault’s notion of ‘ethics’ which provides a fresh view for understanding the consequences of the development and implementation of IS solutions

IT Service Delivery (KSU)

This Grants Collection for IT Service Delivery was created under a Round Eleven ALG Textbook Transformation Grant. Affordable Learning Georgia Grants Collections are intended to provide faculty with the frameworks to quickly implement or revise the same materials as a Textbook Transformation Grants team, along with the aims and lessons learned from project teams during the implementation process. Documents are in .pdf format, with a separate .docx (Word) version available for download. Each collection contains the following materials: Linked Syllabus Initial Proposal Final Reporthttps://oer.galileo.usg.edu/compsci-collections/1031/thumbnail.jp

Implementation of Operational Framework in the Nlp (Based On Mof and Itil Standards)

An operational framework, as proposed by the Microsoft Operational Framework (MOF) and the Information Technology Infrastructure Library (ITIL) provides a process model for controlling and managing Information Technology (IT) operations. With a strict focus on IT operations, it provides the processes and terminology to coordinate and integrate the functional elements of an IT department. The Systems Engineering and Applications Development (SEAD) practicum is composed of four main groups; Data Access, Network, Integrated Services and Development. This professional project will propose the beginning framework for overall operation and integration of the SEAD Practicum with an emphasis on service support and documentation. The key deliverable of this project is the determination of a documentation standard and the creation of documentation of common processes that are performed routinely by the SEAD group. This will serve as a basis for transitioning between subsequent practicum and as a foundation upon which other MOF and ITIL processes and standards can be implemented