CRM – Admissions and Marketing

This article describes the CRM – Admissions and Marketing service (SE6), part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

To provide the University with an effective Customer relationship Management (CRM) system to support PGT (Taught Postgraduate) Admissions and Marketing and Enquiries ensuring a positive experience for students from their first point of contact with the University.

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

SE6.1 - PGT Admissions functionality covers the following high level areas:

SE6.2 - Marketing and Enquiries functionality covers the following high level areas:

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

This service is accessible to selected University staff - 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.

How to use

Please use self-service or contact IT Service Desk for more information.

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.

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

SLAs and OLAs

In review - to be published in due course.