ICT technical support: case of Kenyan universities

Abstract

The purpose of this study was to design a framework for leT technical support (ITS) management appropriate for Kenyan Universities, both public and private. The framework was designed through document review of published frameworks for IT service and management. The designed framework was used to evaluate compliance levels of the universities in implementing best practice in ITS. The research collected data from 14 Kenyan Universities within Nairobi, and its environs, which had been chartered or had letters of interim authority (LIA) by 24th April 2009. The data was collected between June 15th to August 14th 2009. This research established that most universities have frameworks of leT technical support which have been developed internally. However, most were made without reference to internationally published best practice for leT service and management. Only two private universities staten that they had referred to such frameworks. The research also established that most of the universities do not strictly implement best practice in the provision of K'T technical support. 70% of the universities evaluated scored less than 50% of the points that would be expected of an institution that strictly implemented best practice. The analysis was done using Microsoft Excel and SSPS. In some cases, mathematical calculations were done using suitable formulae ..