ERP – Enterprise Resource Planning

This article describes the ERP – Enterprise Resource Planning service (BO1), part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

This service provides and supports the IT platforms and systems used at the University to support its core business services.

Contact type Contact(s) 
Key Business Stakeholder(s) To be confirmed
ELT lead Head of Service Management and Infrastructure 
IT Service Owner(s) Service Application Manager
IT Service Manager(s)Application Support Operational Lead (ITOL)
Business Relationship Manager (BRM)KB0012310 Business Relationship Management

Standard Service offering

What IT delivers from a user perspective. IT is supporting the following business services.

BO1.1 - HR including pensions and training and event management

BO1.2 – Finance, purchasing, payroll, sales and distribution and student finance

BO1.3 - Facilities management, campus support, plant maintenance, estates fault reporting, equipment inventory.

BO1.4 – Provision of management information

Service Support Level

Level 1 Service - Business critical services essential to business operation, requiring a primary, secondary and tertiary contacts in application support as a minimum. IT Manager assigned.

Level 2 Service - Business operational services contributing to efficient business operation requiring a primary and secondary contact in application support as a minimum. (Infrastructure support (configuration, database, servers). IT Manager assigned (optional).

Level 3 Service – does not have any 2nd line support and will be a best endeavours approach only. Also includes any automated self-service, self-help solutions. May not have an IT Managers assigned.

How to access

The following Knowledge Base resources are available to request and learn more about access to SAP: See related articles section.

You may also contact the IT Service Desk for information or via the Self Service portal to make that initial request describing your requirements.

How to use

There is a number of Knowledge Base articles available to help use this service: See related articles section.

Hours of availability and support

The best way to contact IT is via the IT Self Service site ( or in person (level 10 EC Stoner).

First level support is via the IT Service Desk - The IT Service Desk availability is published in the knowledge base article KB0012259. See related articles section.

Second level support will be available 09:00-17:00 Mon - Fri

SLAs and OLAs

In review - to be published in due course.