assessment of Information Technology Service Management

CIS3008 – Information technology service management 19 Case Study: Northern Sydney Institute Presented by Paul Paterson TAFE NSW at itSMF Tasmania Branch Seminar 2009 (used with permission of author) Executive Summary This case study examines customer self service within the NSW, Northern Sydney Region, TAFE Institute. As a Service Desk with no inbound phone number, the only means for customers to log a call is via a web based self-service form. How this was achieved, what were the drivers and has it succeeded? Background The NSW Department of Education and Training (DET) delivers high quality education and training services from early childhood education through to post-compulsory education and training to meet the needs of more than 1.25 million students. DET issues over 140,000 group certificates annually to a workforce of predominately teachers, public servants and ancillary staff. This equates to 95,000 full-time equivalent employees. DET is the largest single organisation, public or private, in Australia. With a recurrent budget of around $10 billion and an asset base of about $17 billion, DET is responsible for almost one quarter of the State?s total recurrent budget. DET is made up of ten regions which divide the state into self managed networks. The regions are supported by a shared corporate service which includes Finance & Administration, Human Resources, Infrastructure & Assets, and Information & Communications Technology. TAFE NSW is an entity within DET which delivers vocational education and training (VET) to around 500,000 students throughout some 131 colleges organised into the regions. TAFE NSW has a recurrent budget of around $1.5 billion and an asset base of some $2.6 billion. One of the ten regions “Northern Sydney” is typically made up of a TAFE Institute and Schools. Northern Sydney schools service over 80,000 students who attend 170 schools in the area extending from Sydney Harbour in the south to the Hawkesbury in the north; from the Pacific...