The Current State of an Information Technology Maintenance Department in a University Context: Challenges and Recommendations

Maintenance Department in a university context is confronted with many issues and challenges that hinder the development of the department. Therefore, the main objective of this study is to investigate the challenges that are currently faced by a department of maintenance in one university in Yemen. A qualitative research approach by means of interview questions was used for this purpose. Ten face-to-face interviews were conducted, four women and six men were invited to participate. Findings indicate that a lack of systematic work and weakness in maintaining and managing IT infrastructures at the maintenance department is the main problem due to the fact the Help Desk System is not accessible at the department. In specific, this study suggests improving IT Service Management with applying Help Desk System and control of Information Technology Infrastructure Library (ITIL) processes.