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What is the IT Strategy?

The IT Services department aims to provide services and capabilities commensurate with a world leading University in order to support 'Vision 2015: A Strategy for Warwick.'

It will aim to achieve this by providing IT Services expected in a world class University, via the improvement in the reliability of the services it provides and ensuring their alignment to its customers’ needs.

What is the ITIL Service Management strategy to support this?

  • To underpin the IT Service based approach (customer experience rather than an ITS technical focus) by engaging upon a programme to implement the ITIL (IT Infrastructure Library) Service Management framework.

  • To support the Continual Service Improvement activities within the department by providing service based metrics for review at ongoing Service Boards.

  • To encourage team collaboration and dialogue and remove any historical silo approaches to Service Delivery by providing Industry standard Service Management processes and tools.

  • To help improve service reliability and manage risk via the use of robust Incident, Problem and Change Management processes.

What is ITIL?

The Information Technology Infrastructure Library (ITIL) is a set of concepts and best practices for managing Information Technology (IT) services (ITSM), IT development and IT operations.

One of the tenets of ITIL implementation is ‘adopt and adapt’. Each organisation operates differently and therefore the ITIL recommends that the concepts and practices are adapted to suit the environment in which the IT department operates.

Where has the department come from with regards to ITIL and Service Management?

Over the last six years ITS has implemented various discrete processes for handling Incidents and requests for service, problem investigation and request for changes to ITS Infrastructure.

The IT Departmental restructure of Spring 2008 recognised the need for centralisation of these improved processes along with a central toolset, used by all staff.

A managed project was formally approved in February 2009 to collate requirements for such a tool set and after identification of the preferred product (Service-Now) it will be the Service Management Team’s strategic aim to move all identified discrete processes into this tool.

For further information on progress so far, please click here.