About IT Service Review

IT Services: working together to enable excellence

IT services at the University of Bristol have been restructured as part of the Support Process Review.   The Support Process Review aims to create efficiencies by reducing the number of processes used to perform similar tasks, inefficient procurement of IT and duplication of effort in developing IT solutions and to have a smaller IT organisation across the University.

As part of the restructuring the following developments are being implemented:

• All IT designated staff will be managed by a single process owner, in this case Tim Phillips, Director of IT Services.
• The IT organisation will be restructured centrally while maintaining local provision through geographical  zonal teams which will cover Faculties and Support Services.
• Common policy, standards and operational processes will be defined.
• Service Level Agreements outlining the standard level of service, with variations limited to address real needs, for example, specific to an academic discipline, will be negotiated and put in place.
• A central Service Desk will be put in place to handle all IT related incident calls and change requests.
• A managed desktop project will be implements to provide a standard approach to the management of desktop computers across the University.
• There will be a defined career development structure for IT professionals with appropriate progression and movement across teams.

Past activity has involved the development of a set of  Principles to underpin the planning. We have also conducted a review of IT Processes across the University to help inform the planning and development of organisational models and a professional career development framework.  In addition to that we will be continuing the look at what others have done with the IT service provision in Higher Education (and elsewhere) to see what we can learn from best practice.

This review forms part of the University Support Process Review (SPR).

Please see the video, available on the Support Process Review website (UOB only),  from Tim phillips outlining planned developments in regard to IT provision at the University.