Sliep, Rachel-Marie
Rachel-Marie Sliep holds a BA, a BA (Hons), and a MCom (Business Management) from the University of Johannesburg (UJ) and specialises in applied information systems. As an accomplished information technology (IT) manager, she serves as Director: Infrastructure and Operations at the University of Johannesburg. IT management in higher education institutions (HEIs) is continuously challenged to integrate, improve and provide new technological developments in IT service delivery to satisf y stakeholders’ expectations. This research developed a conceptual framework to assist IT leaders to continuously deliver quality IT services. A conceptual IT service delivery framework and a service quality matrix was validated through semi-structured interviews. Unique expectations and perceptions of how IT should deliver their services and their understanding of the quality dimensions were identified. The findings stress the importance of dynamic IT leadership and stakeholder relationship management. The major implication of this study is that HEI IT leaders can apply a thoroughly researched framework to address the challenges of quality IT service delivery.
Supervisor: Prof C Marnewick
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