IT Service Governance Principles Tim Phillips – Director of Information Systems & Computing

Information Technology, supporting excellence IT Strategy Aims

Information Technology, supporting excellence IT Service Governance IT Strategy objective 9.1: Carry out a review of IT provision across the University and from this to recommend the most appropriate management and decision making structures for provision of IT services. IT Service Governance is concerned with the organisation and provision of resources (especially staffing and financial resources) and with an associated framework of policies, processes, procedures and standards which define how IT services are provided.

Information Technology, supporting excellence Why Principles? Establishing Principles: propose and gain agreement for a high level set of principles to guide provision of all IT services and support, encompassing organisation and processes, starting from the maxim of one activity, one process, one place. To provide a mandate for establishment of organisational structures, processes and a career framework. Principles approved by UPARC 7 July

Information Technology, supporting excellence Principles (i – iv) I.The University community has a right to expect a high quality customer service culture II.There should be a defined standard level of service for all III.Responsiveness is an important characteristic of good service IV.Well-found processes are essential for high quality service delivery

Information Technology, supporting excellence Principles (v – vii) V.Clear communication is fundamental VI.The organisational model for IT Service Provision should be best suited to achieving these principles and to ensuring effective high quality IT services VII.A University-wide governance framework should be established to include: a. Policies and standards for provision of IT Services b. Processes to ensure effective delivery of IT Services c. Clearly defined roles and responsibilities

Information Technology, supporting excellence What next? Processes – for IT Service Delivery Organisational models Professional development & career framework – a community of c. 240 Lots more communication & consultation: HoDs, Departmental Managers, Admin Staff, You…

Information Technology, supporting excellence Critical Success Factors Commitment Being joined up: processes, organisation, people Communication Doing it properly – needs time and effort When? - starting from 2009/10

Information Technology, supporting excellence IT Strategy: A Vision of our future