We provide end-to-end management of eSolutions services to meet a range of business needs across the University.

From IT procurement and onboarding to business intelligence and security, our teams have the specialised skillsets to elevate your area’s work with technology.

Our ways of working

We’ve adopted the Information Technology Infrastructure Library (ITIL) standards as a framework for delivering IT services at Monash.

The ITIL framework is:

• a set of best practice guidelines as a common-sense approach for managing IT services
• a framework of practices that unite all areas of IT service provision
• a framework that allows IT organisations to deliver value to the business
• a series of publications giving guidance on the provision, processes and facilities needed to support quality IT services
• deliberately non-prescriptive and specifically capable of being adopted and adapted for higher education services.

The Service Governance Group (SGG) provides the governance structure that applies this best practice across the service management lifecycle. The SGG is key in providing ITIL leadership across the University.

Our aim is to:

• ensure that IT Services are aligned to the needs of the business and customers by providing a service framework for the end-to-end management of IT services to customers
• improve the availability and stability of services by focusing on service performance to ensure that they are being delivered as expected
• improve the efficiency of internal processes by focusing on continual service improvement to maintain value to customers.