IT Support Model

Project Description

The request was initiated by Hannes Kriel

The current support model of IT needs to be revisited. The current support model does not cater for the explosion of BYO(x).  We have the opportunity to implement a fresh new support model to accommodate the requirements of the user, which in return could lead to a more productive and effective work environment.


Project Progress


Project Timing

  • Start
    Oct 01 2015
  • End
    Oct 03 2016

10/01/2015 10/03/2016


Overall Project Completion

  • 20%
  • 60%


  • 40%
  • 80%

1. Communication to IT Staff and End-Users Complete 95% Tasks 0 / 0

The new IT support model has been “released” and will be communicated to our users via @NWU.
A link to the support model has also be placed on
Because of the new support model, the following services have been removed from the IT Service Catalogue:
IT’s Policies and Guidelines at have also been brought up to date.
It is important for us as a team to ensure that our information is up to date.  Should you notice any incorrect information on our IT web pages, please send an email to
Kind regards
The IT Communications Team

2. Design a Workflow Complete 30% Tasks 0 / 2


0 of 2 completedTasks

  • Determine a Software Testing Team
  • Implement a Software Portal

3. Software Portal Complete 85% Tasks 0 / 1


0 of 1 completedTasks

  • Identify Service Owners

4. Update Policy Complete 100% Tasks 0 / 0


5. Communication with Departmental Managers Complete 5% Tasks 0 / 2


0 of 2 completedTasks

  • Discuss Human Resource requirements with Departmental Managers
  • Commit Human Resources Required

6. Communication with suppliers Complete 95% Tasks 0 / 0


Project Discussion 2 Responses to IT Support Model

  1. Meeting scheduled with departmental Managers, to discuss the human resource requirement 25 April 2016.

    April 18, 2016 at 10:25 am
  2. The framework was already approved by the IT Management meeting in February 2016. The meeting referred the IT Support model to the Service Management Meeting as they should review the model twice a year.
    The PMB requests the SM meeting (scheduled for 29 Febr 2016) to finalise the following:
    1) Scope
    2) Objective (also to be communicated to users)
    3) Communication (will have to be standardised)
    4) The message to be sent to the users

    February 23, 2016 at 12:23 pm

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