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User Services and Excellence Board

Chair: Mark Bramwell, Director of IT, Said Business School
Executive Secretary: Ian Teasdale, Service Desk Manager, IT Services (


The User Services and IT Excellence IT Board is responsible to the IT Committee (ITC) for providing governance and oversight of a programme of projects and initiatives funded through the IT Capital Envelope, together with a portfolio of services and capabilities provided by IT Services.

Projects and services covered by this Board include those related to generic user support that would benefit a large number of individuals, or the devolved IT Support Staff. It would also include the operations of the Project and Service Management Offices. Specific services and disciplines within the scope of the Board include (but are not confined to): managed desktops and client devices; service desk; services for IT support staff; IT service management; IT project management; and enabling increased engagement and collaboration within IT across the collegiate university.

The User Services and IT Excellence IT Board works collaboratively with the IT Boards for Business Systems, Education, Research, and Infrastructure. In particular, this IT Board will be responsible for establishing service assurance methods, such as regular reporting of service performance and service reviews, in support of all the IT Boards.

At or before the start of each academic year, the User Services and IT Excellence IT Board will report to IT Committee on ongoing and prospective projects showing how they are aligned with the University’s strategic goals and priorities. IT Committee oversees alignment with overall IT objectives.

The Chair of the User Services and IT Excellence IT Board is appointed by ITC and is responsible for reporting to ITC on the work of the Board.

Terms of reference

  1. To agree and review priorities across user services and IT excellence initiatives with ITC, taking into account the University’s Strategic Plan, its IT Strategic Plan and its Digital Strategy;
  2. To provide oversight of the user services and IT excellence capital envelope and, where required, making decisions concerning funding and resource allocations;
  3. To recommend and, where applicable, approve project initiation within a wider framework of agreed approval processes for capital spend and taking into account value for money;
  4. To ensure that IT-related decisions impacting the University’s operating structures are appropriately considered;
  5. To monitor progress and expenditure on projects in progress within its domain, receiving direct reports from associated project and programme boards;
  6. To oversee the performance and development of services in its domain which are offered by IT Services, or other units as appropriate, and to ensure sufficient attention is also given to opportunities for advantageous operational changes that will result in better services and/or greater value for money;
  7. To ensure that appropriate mechanisms to gather and respond to user feedback are implemented and applied to central IT services;
  8. To receive reports from user groups in its domain;
  9. To report or escalate specific matters of concern to IT Committee or other appropriate groups;
  10. To provide an annual report on projects and activities and to contribute to the ongoing development of the IT Strategic Plan;
  11. To form strong relationships with other IT Boards to ensure co-ordination in planning and projects.

The User Services and IT Excellence IT Board is also responsible for:

  1. Advising on policies and standards for the development and delivery of projects and services within the user services and IT excellence portfolio.
  2. Resolving strategic and directional issues between initiatives.
  3. Providing assistance in the successful implementation of initiatives through advising on organisational impact, and expected and actual benefits realisation.
  4. Understanding and approving significant IT-related changes which will impact on the working practices of the University;
  5. Ensuring capture of, and response to, user experience and requirements of services (e.g. via user groups, service reviews, stakeholder consultations).
  6. Supporting user consultation processes by ensuring the interests of stakeholders are taken fully into account, nominating individuals to be co-opted to the Board as necessary.
  7. Facilitating communication within the collegiate University.

The User Services and IT Excellence IT Board will be given a notional allocation from the IT Capital Plan on a rolling three-year basis to be reviewed annually to guide its decisions and recommendations on project spending.

The User Services and IT Excellence IT Board will be supported by IT Services’ Project Management Office, Service Management Office and IT Architecture Group.


Up to four members nominated by the chairs of divisional IT committees or equivalent. These members should be drawn from senior IT staff where possible:

In attendance

Executive Secretary: Ian Teasdale.

Members are appointed for a minimum of two years in the first instance. A membership review will be conducted towards the end of each financial year to confirm the members for the following year. Notice of one term should be given by members.

Board members are asked to provide a range of perspectives i.e. divisional, departmental and user/non-users. The Board may co-opt members from other departments, boards or groups with the agreement of IT Committee.

Meeting dates

12 September, 2017, 21 November 2017, 4 December 2017, 23 January 2018, 20 March 2018, 22 May 2018