Assessment of ICT services using the Information Technology Infrastructure Library Framework at Muhimbili University of Health and Allied Sciences, Tanzania

An increasing enrolment of students and demand for flexible delivery modalities in higher education calls an urgent digital transformation this sector. In addition, emerging global wicked challenges the appropriate use information communication technologies (ICT) to address them; instance, COVID-19 pandemic has accelerated adoption teaching, learning educational services institutions (HLIs). This study assessed ICT infrastructure, systems at Muhimbili University Health Allied Sciences (MUHAS) Tanzania using Information Technology Infrastructure Library (ITIL) framework. qualitative used desk reviews data obtained from interviews, system walkthroughs, document consultative meetings. The assessment conducted between February 2017 August 2021. found that MUHAS provides various infrastructures services, with a rapidly services. A total 84 were mapped grouped as "Customer-facing" or "Supporting". also categorised "Core", "Enabling", "Enhancing". different maturity levels depending on duration their demands, requirements, capacity, usage, availability required resources. Various such eLearning platform, video conferencing systems, student management enhance progress tracking. paper presents experience ITIL framework assessing university Tanzania. It catalogue its organisation well strengths, weaknesses, opportunities transforming functions. informs other HLIs similar assessments strategic resource-constrained settings.