Digital strategy

We will use the Information Technology Infrastructure Library (ITIL) framework. ITIL is a collection of best practices for delivering IT services; it standardises the planning, selection, delivery, and support of IT services to optimize efficiency and maintain predictable service levels.

Specifically, the IT service will maintain and follow the following ITIL processes:

• An Incident process which defines how the IT service responds to minor and major incidents.
• A change management process which defines how the IT service reviews and accepts changes into live service.
• A service transition process which defines how the new products are transferred from development to live service.
• Problem Management Process which defines how problems are identified, managed and resolved.
• A service catalogue which defines the standard regular requests which will be processed by the IT team

These specific processes will be overseen by the IT steering group and any significant changes approved by the IT Board.

Performance of the IT service will be monitored regularly through incident response and resolution statistics, customer satisfaction feedback, critical service availability, project monitoring and digital maturity progress.