Student Facilities

This article describes the Student Facilities (SE5) service for Student Clusters an Teaching Spaces, part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Provides access to and support for University owned technology in IT Clusters, open access areas and specialist teaching spaces.

Contact type Contact(s) 
Key Business Stakeholder(s)To be confirmed
ELT lead Head of Service Management and Infrastructure
IT Service Owner(s) User Services 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.

SE5.1 - Provision and support of PC devices in:

SE5.2 - Support for print, scan and copy devices in IT clusters and libraries

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 request

Please contact the IT Service Desk in the first instance for further information or via the self Service portal to make that initial request describing your requirements. You may also contact your Business Relationship Manager who will be able to discuss your initial requirements and guide you to the appropriate resources. 

How to access

This service is accessible to all University staff and students; visitors and partners - please use the self-service portal or contact IT Service Desk for more information.

See the knowledge base articles related to this service on the IT website at 

How to use

See the knowledge base articles related to this service on the IT website at 

Hours of availability and support

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

The hours that customers can expect the service to be available and supported.

Service hours

Information on all clusters including opening hours can been found on the IT Cluster Webpage .

Click on ‘more information’ for directions and specific opening hours

Key business events

Times agreed in advance when additional resources/support will be provided to ensure higher levels of availability, reduce risk or provide extended hours of 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.

SLAs and OLAs

In review - to be published in due course.