Service Catalogue
Introduction
Purpose
The purpose of this catalogue is to let members of the University and organisations on campus know:
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what services are available from IT Services;
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which of these they are entitled to and which they must pay for;
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how to get access to the services;
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who to talk to when they have a problem or request related to the services;
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where to find further information on the services.
Scope
The scope of this catalogue is those services which are customer-facing; consequently, those services which are very important to the provision of many of these customer-facing services but which the customer does not need to know about, are excluded from this catalogue unless they are offered as charged services.
Structure
This catalogue is divided into two main parts. The first covers University-funded services and the second, charged services. As the Service Desk is available for both, it is listed in both lists.
University-funded services are grouped under the following high-level service headings, then listed in alphabetical order:
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the Core, Generic service;
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the Research Service;
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the Education and Student Experience Service;
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the Corporate Activity Service.
Charged services are simply listed in alphabetical order.
For each part of the catalogue, a summary table is provided, along with the individual service descriptions.
The Layering of University Services
A number of the services listed in this catalogue are available only to a specific support service because it is another support service which owns the related system, in a business sense, on behalf of the University. In those cases, you will see that if you use the facilities which we develop and support for other services, you should contact those other services for support; if they cannot resolve the issue, they will then pass it on to ITS or other system supplier for resolution.
Vision
Our vision for this catalogue in future is that it should:
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be modular and role-based, so that it is easy for customers and users of IT services to see what they need to see as a customer, a student user, an academic user, an administrative user, a head of academic department or support service, etc.;
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include all customer-facing IT services: both those provided by IT Services and those provided by other IT staff within the University.
We look forward to developing that vision, with other IT colleagues, in subsequent releases of the catalogue.
Feedback
If you would like to offer feedback in relation to this catalogue, please e-mail Simon Clarke, the IT Services Service Desk Manager (S.J.Clarke@lboro.ac.uk).