Policy Title: Information and Communication Technologies (ICT) Service Management Policy. Policy Number: P60122

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1 Policy Title: Information and Communication Technologies (ICT) Service Management Policy Policy Number: P60122 Section Reference Policy Contents Page(s) 1. Policy Administration 2 2. Policy Objective, Statement 2 3. Related Policy Documents 4 4. Policy Compliance Audit 6 5. Document Control 7 Reference Attached Appendices/Procedures Description None Attached Ratified By: Strategic Management Board Ratified Date: 12th October P60122

2 1. Policy Administration 1.1 Status New 1.2 Department ICT 1.3 Last Review 22nd October Next Review Due October Policy Objective, Statement 2.1 Policy Objective (1) To provide an integrated service management system, including policies, processes and procedures, to ensure the effective management and implementation of all ICT services to meet the business and customer requirements, within a framework of performance measurement. This will be based on the Information Technology Infrastructure Library (ITIL) framework. To enable the monitoring and improvement of service quality through the effective application of processes. To demonstrate our ability to provide services that meet business and customer requirements. (iii) To ensure ICT activities are aligned with business needs and objectives. (iv) To improve the utilisation of resources. To provide services that meet business, customer and user needs. (vi) To improve the quality of project deliverables and timescales. (vii) To improve internal customer and user satisfaction. (viii) To improve risk management and resilience. (ix) To ensure that staff are fully aware of their roles and responsibilities and developed to perform their roles effectively. (x) To ensure compliance with all national policing standards relating to the implementation of IT Service Management practices as mandated by the ACPO Service Management Board. (xi) To ensure force compliance to any national inspection of IT Service Management by the HMIC 2.2 Policy Statement Management Responsibility (1) The role of management is ensuring that ITIL best practice processes are adopted and sustained to enable the effective management and implementation of all ICT services. To establish the Service Management policy, objectives and plans. To communicate the importance of meeting the service management objectives and the need for continual improvement. (iii) To ensure customer requirements are understood and met. 2 P60122

3 (iv) To ensure a member of the senior management team is responsible for the co-ordination and management of all services. To ensure the senior manager is supported by a decision making group with sufficient authority to define policy and enforce its decisions. (vi) To determine and provide resources to plan, implement, monitor, review and improve service delivery and service management. (vii) To manage risks to the service management organisation and services. (viii) To conduct reviews of service management, at planned intervals, to ensure continuing suitability, adequacy and effectiveness. Service Management Documentation (2) The ICT department service providers will provide Service Management documentation which will ensure effective planning, operation and control. Including: Plans Policies (iii) Processes (iv) Procedures Roles and responsibilities (vi) Service documentation (vii) Service Level Agreements (3) Procedures will be established for the creation, review, approval, maintenance, disposal and control of documentation and records. (4) Senior management will ensure that evidence is available for an audit of service management policies, plans and procedures. Personnel Development (5) All service management roles and responsibilities will be defined and maintained, including the associated competencies. Employees will be developed to ensure that they can carry out these roles effectively. In conjunction with Human Resources department, the ICT department will: Determine the competencies required for each service management role. Ensure that staff are aware of the relevance and importance of their activities within the wider business context and how they contribute to the achievement of service management objectives. (iii) Ensure staff are trained to develop and enhance the professional competence of the ICT department. (iv) Ensure the individual performance of all staff is formally reviewed at least annually and appropriate action taken. Ensure that appropriate records of education, training, skills and experience are maintained. 3 P60122

4 (vi) Monitor the availability of competent staff within ICT and the factors that affect it, e.g. staff turnover. 3. Related Policy Documents 3.1 Associated Policies, Procedures and Documents (1) The following disciplines are documented in five core publications describing the IT Service Management practices that make up ITIL. The publications are Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Service Strategy (SS) Financial Management Demand Management Service Portfolio Management Service Design (SD) Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management (iii) Service Transition (ST): Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management 4 P60122

5 (iv) Service Operation (SO): Event Management Incident Management Request Fulfilment Problem Management Access Management Continual Service Improvement (CSI) The 7- Step Improvement Process Service Reporting Service Measurement Return on investment Business questions for CSI Service Level Management (vi) Models of Change Management - Kotter Model Establish a sense of urgency increase urgency Form a powerful, guiding coalition build the guiding team Create a vision get the right vision Communicate the vision for buy in Empower others to act on the vision empower action Plan and create short-term wins Consolidate improvements and produce still more change don t let up Institutionalise new approaches make it stick (2) The procedures and processes associated with the policy are role specific responsibilities within the ICT Department; therefore, there is no requirement for them to be included in the policy. 3.2 Associated Legislation (1) Civil Contingencies Act P60122

6 4. Policy Compliance Audit 4.1 Equality Impact Assessment (Part One) Date Completed: June 2010 Level of Impact: Race Disability Gender Sexual Orientation Faith Age 4.2 Equality Impact Assessment (Part Two) Not Applicable 4.3 Organisational Security and Professional Standards Compliant Comment: Approve Date: Diversity Compliant Comment: Approve Date: Health and Safety Compliant Comment: Approve Date: Freedom of Information/Data Protection/Information Management Compliant Comment: Approve Date: Legal/Human Rights Compliant Comment: Approve Date: Unison Comment: Approve Date: Federation Comment: Approve Date: Superintendents Association Comment: Approve Date: Information and Communication Technologies Comment: Approve Date Chief Officer with Portfolio Responsibility Comment: Approve Date: P60122

7 5. Document Control Date Version Summary of changes Information Services Office amended document to ensure that it is corporate in style Further amendments made by author Further amendments made by author Current 7 P60122

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