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

Attached Appendices/Procedures
Reference Description
None Attached

Ratified By: Strategic Management Board

Ratified Date: 12th October 2010

Version Number: 3.3

ICT Service Management Policy 1 P60122

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1. Policy Administration

1.1 Status New

1.2 Department ICT

1.3 Last Review 22nd October 2009

1.4 Next Review Due October 2011

2. 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.

(i) To enable the monitoring and improvement of service quality through the effective application of
processes.

(ii) 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.

(v) 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.

(i) To establish the Service Management policy, objectives and plans.

(ii) 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.

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 (iv) To ensure a member of the senior management team is responsible for the co-ordination and
management of all services.

(v) 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:

(i) Plans

(ii) Policies

(iii) Processes

(iv) Procedures

(v) 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:

(i) Determine the competencies required for each service management role.

(ii) 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.

(v) Ensure that appropriate records of education, training, skills and experience are maintained.

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 (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.

(i) Service Strategy (SS)

Which covers the following areas:

Financial Management

Demand Management

Service Portfolio Management

(ii) Service Design (SD)

Which covers the following areas:

Service Catalogue Management

Service Level Management

Capacity Management

Availability Management

IT Service Continuity Management

Information Security Management

Supplier Management

(iii) Service Transition (ST):

Which covers the following areas:

Transition Planning and Support

Change Management

Service Asset and Configuration Management

Release and Deployment Management

Service Validation and Testing

Evaluation

Knowledge Management
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 (iv) Service Operation (SO):

Which covers the following areas:

Event Management

Incident Management

Request Fulfilment

Problem Management

Access Management

(v) Continual Service Improvement (CSI)

Which covers the following areas:

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 dont 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 2004

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4. Policy Compliance Audit

Date Completed: June 2010

4.1 Equality Impact Assessment (Part One)
Level of Impact: Low

Race Low

Disability Low

Gender Low

Sexual Orientation Low

Faith Low

Age Low

4.2 Equality Impact Assessment (Part Two) Not Applicable

4.3 Organisational Security and

Comment: Approve Date: 08.07.10
Professional Standards Compliant

4.4 Diversity Compliant Comment: Approve Date: 20.07.10

4.5 Health and Safety Compliant Comment: Approve Date: 02.07.10

4.6 Freedom of Information/Data

Protection/Information Management Comment: Approve Date: 02.07.10
Compliant

4.7 Legal/Human Rights Compliant Comment: Approve Date: 15.07.10

4.8 Unison Comment: Approve Date: 04.07.10

4.9 Federation Comment: Approve Date: 20.07.10

4.10 Superintendents Association Comment: Approve Date: 05.07.10

4.11 Information and Communication

Comment: Approve Date 08.07.10
Technologies

4.12 Chief Officer with Portfolio

Comment: Approve Date: 02.07.10
Responsibility

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5. Document Control

Date Version Summary of changes

Information Services Office amended document to ensure that it is
14.05.10 3.0
corporate in style.
17.05.10 3.1 Further amendments made by author.

17.05.10 3.2 Further amendments made by author.

21.05.10 3.3 Current

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