The Information Technology Service Management Committee will monitor IT service delivery at The University of Queensland and provide regular reporting to the IT Governance Committee (ITGC).

Mandate

Objectives

The objectives of the Information Technology Service Management Committee are to ensure that:

  • The UQ Community is aware of IT services and their value contribution through success indicators
  • Delivery of IT services and resulting service levels are applied consistently across UQ and meet quality and efficiency levels.
  • Continual identification, monitoring and review of the levels of IT services specified in the service-level agreements (SLAs) and IT Reporting Framework.
  • Ensuring that suitable IT service continuity plans exist, with both proactive and reactive measures to recover and continue operations after incidents occur.
  • Changes to the IT environment are planned and executed using documented change management processes
  • Recommendations are made to the IT Governance Committee that support improved IT service efficiency and effectiveness.

Scope

IT function at UQ.

Terms and Processes

  • Reports to the ITGC.
  • Meets bi-monthly
  • Attendance is defined as in-person, by phone, by video call
  • Members must be in attendance to vote
  • Delegation is allowed by a peer representative

Quorum

  • 75% of filled voting positions, in attendance

Membership

1.    ITS Associate Director, Customer Support Services
2.    ITS Relationship Management Representative (Deputy Chair)
3.    ITS Manager, Service Desk
4.    ITS Reporting Analyst
5.    FBS Manager, Client Support Services (FBS)
6.    Library SD Representative
7.    Research SD Representative
8.    Student Centre