Perceptions and expectations of IT service delivery post migration to a Microsoft platform at a university of technology in South Africa

  • Authors:

  • Nerina Reddy;Penny Singh;Doncho Petkov

  • Affiliations:

  • Durban University of Technology, Durban;Durban University of Technology, Durban;Eastern Connecticut State University

  • Venue:
  • Proceedings of the South African Institute for Computer Scientists and Information Technologists Conference
  • Year:
  • 2013

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Abstract

The implementation of Microsoft (MS) technologies/solutions as organisational infrastructure has become popular in the South African and international higher education (HE) arena. With benefits such as reduced costs, improved productivity and improved service delivery, MS technologies/solutions seem to be the preferred choice for many institutions worldwide. This study presents work in progress on identifying the quality of service using this new organisational infrastructure within the Durban University of Technology (DUT). DUT is the first University of Technology (UoT) in South Africa to implement nine MS technologies simultaneously. Through this implementation, the DUT has attempted to greatly simplify the collaboration and communication of its employees and ensure the security and protection of the organization's information and assets. Since migration to the MS platform, staff have raised concerns regarding the new solutions, pertaining to aspects such as security (with specific reference to login credentials and data), accessibility (with specific reference to mobile devices and wireless connectivity) and reluctance to use self- help tools to improve their IT experience. Migrating from a non-integrated system to an integrated one has also resulted in IT service delivery becoming a contentious issue regarding the support received from the UoT's IT staff. This paper discusses the types of MS technologies implemented at the university and the impact that these solutions have had on the full time administrative and academic staff at the university regarding their perceptions and expectations of current IT service delivery. The quality of this service was measured using the SERVQUAL instrument. As a result of the research, a service management framework appropriate for the predominantly MS (Microsoft) environment will be proposed to the DUT's Information Technology Support Services (ITSS) management.