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Personalisation and Service: Finally, how to get the vice out of (ICT) service.

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Austin, G (2013) Personalisation and Service: Finally, how to get the vice out of (ICT) service. In: THETA: The Higher Education Technology Agenda 2013, 7-10 April 2013, Hobart, Tasmania. (Unpublished)

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Abstract

A long term aspiration, something that has been largely elusive up until now, is for the end
user to be able to personalise, in a limited way, the technology and related ICT services on
offer. The reasons for wanting to do this are that we might expect a higher level of
consumption and satisfaction with what we offer which in turn may better justify the time
and effort in providing such services. Staff morale in delivering such services may also be
enhanced.
ICT service providers and their users are locked into a service model that neither
particularly wants; providers need to supply and manage the devices that access their
services and users have little choice but to use those devices. A solution to this problem
that satisfies both parties is now possible.
This paper describes a programme of work at the University of Auckland Business School
that seeks to develop systems which better meet our aspirations for staff and students. It
looks at the current situation, defines the limits of personalisation on offer, with a sketch of
a plan for the medium term development of the programme, and concludes with a scenario
in which some current fixed costs may be eliminated.

Item Type: Conference or Workshop Item (Paper)
Keywords: THETA, cloud, personal, service, VDI, virtualisation
Additional Information:

Copyright 2013 THETA: The Higher Education Technology Agenda

Date Deposited: 03 Apr 2013 22:41
Last Modified: 15 Sep 2017 00:59
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