In 2004 Queensland Health, an Australian government health agency, had its Information Directorate (QHID) begin the implementation of a centralised IT service management model based on the ITIL framework. A Project Champion was appointed, a process maturity assessment conducted and the implementation sequence established. Help desks were consolidated into a single corporate-wide service desk and a mechanism for the continuous improvement of processes instituted. Process owner roles were allocate...

BPIR Categories

10.1.3 Plan information/knowledge management systems.
2.5.3 Develop and deploy action plans & projects

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