Discretionary and Value Added Services


This article describes the Discretionary and Value Added Services (SE7) Services, part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

To provide a range of additional often charged services that complement core service provision and offer an enhanced student and staff experience.

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

SE7.1 – LoanIT offering free day loan to students and longer-term loans as a charged service to staff and students

SE7.2 – Software for Home Use provides easy, cost effective access to software for personally owned devices

The scope of this agreement covers the following;

 This agreement does not include;

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 your Business Relationship Manager who will be able to discuss your initial requirements and guide you to the appropriate resources. 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 access

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 use

Information on how to use this service is available at -

LoanITHow to borrow a Laptop

Software for Home UseHow to Obtain software for Home Use

For any other queries please contact the IT Service Desk – IT Service Desk – Opening hours and directions, see KB0012259 in related article section.

 

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 https://it.leeds.ac.uk

Hours of availability and support

The best way to contact IT is via the IT Self Service site (it.leeds.ac.uk) 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.