The Impact of Cloud Computing on the IT Support Function

Abstract

The development of digital technologies has opened up new opportunities for e-learning in higher education. These technologies include cloud computing, which promises a scalable and reliable computing environment for both staff and students. This has not only changed the teaching, learning, and research environment, but also affected the way IT support services must now operate in the university sector. This chapter investigates the adoption of cloud computing in higher education through a case study of a major UK university and focuses on how this has affected the IT support function. The benefits and challenges of implementing cloud computing are explored, using questionnaires and interviews to generate data and analysis. The chapter concludes that cloud migration is a complex undertaking requiring a robust strategy that pays due attention to a wide range of issues, notably security concerns and the need for reskilling and the development of new support roles.