Objective 5 (1) Flexibility, Agility and Responsiveness: IT Services Organisational Development

In order to meet the University's needs we must have a flexible, agile and responsive IT Services. We will ensure that IT Services is well organised and managed to make best use of available resources, and to develop new, agile, working practices. We will establish effective processes for planning and governance of all IT Services activities.
Priority Organisation Objective Lead 2011-12 2012-13 2013 and beyond

5.2 Establish effective administrative support processes

Admin

Analyse activities and reassign tasks

Review task assignment trial

Review admin support across teams to identify inefficiencies

Establish monitoring and management framework for Health & Safety across IT Services locations Director Develop budget for 2012/13 Develop budget for 2013/14 Develop budget for 2014/15

5.8 Establish effective business and budget planning for IT Services

Staff Development

5.1 Establish a Professional Development programme & framework

Prof Dev

Carry out skills audits and staff profiling Devise induction for new staff Staff review and development Job and individual-specific training; Friday tech talks Manager Development Programme (1st cohort) Delivering Excellent Service ITIL Overview and Foundation IT Staff Conference IT Staff Conference IT Staff Conference Manager Development Programme (2nd cohort)

Infrastructure 5.3 Establish infrastructure plan to increase reliability and resilience.

Infrastructure

Jermyn review of business continuity

Implementation of review recommendations Construct case for 2nd data centre Procurement Implementation

Short-term work to improve resilience Complete set of policies reviewed by Info Security, Identity & Access Management Boards Core policies reviewed by Audit Committee Set up directory for software distribution and management Investigation and audit of software packages Review Risk Register Review Risk Register Review Risk Register Issue 1.7, 11/05/2012

Compliance and Risk Management

Develop info security policies Service Delivery

2/3

5.4 Establish effective processes for compliance and risk management

Objective 5 (2) Flexibility, Agility and Responsiveness: IT Services Organisational Development

In order to meet the University's needs we must have a flexible, agile and responsive IT Services. We will ensure that IT Services is well organised and managed to make best use of available resources, and to develop new, agile, working practices. We will establish effective processes for planning and governance of all IT Services activities.
Priority Objective Lead 2011-12 2012-13 2013 and beyond

Service Management

2 1/2 1 2 2 1

5.5 Develop clear definitions of the services we provide 5.6/5.7 Introduce new IT support processes and ITIL 5.9 Establish effective communication with users & customers 5.10 Establish internal communications mechanisms 5.11 Define and establish process for IT provision in office moves and refurbishments 5.12 Establish policies and processes for identity management

Programme

Implement service catalogue Define SLAs Implement change/ config mgt Implement problem mgt Implement CSI programme

Establish method for costing services

Programme

Service Delivery Service Delivery

Promote communications strategy

Knowledge management, self-help

Knowledge management, intranet Define and agree process with Estates Tender for new identity management system Select implementation partner Decide on Implement single identity database; reorganise handling of honorary staff; supplier migrate existing interfaces for Active Directory, LDAP, email, Ucard. Migrate existing interfaces for Blackboard, Library et al.

Infrastructure

Service Delivery

Decommission existing registration database

Issue 1.7, 11/05/2012