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

IT Service Governance Principles

Tim Phillips – Director of Information Systems & Computing

Information Technology, supporting excellence

IT Strategy Aims


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.


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 2009http://www.bristol.ac.uk/is/computing/it-review/principles


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


Principles (v – vii)

V. Clear communication is fundamentalVI. 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 Servicesb. Processes to ensure effective delivery of IT Servicesc. Clearly defined roles and responsibilities


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…


Critical Success Factors

• Commitment

• Being joined up: processes, organisation, people

• Communication

• Doing it properly – needs time and effort

• When? - starting from 2009/10


IT Strategy: A Vision of our future

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

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