External Partnerships


This article describes the External Partnerships service (MS2), part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

This service supports introduction of new services provided by the external partners. 

Contact type Contact(s) 
Key Business Stakeholder(s) To be confirmed
ELT lead Head of Business Relationship Management
IT Service Owner(s) Business Relationship Manager (BRM)
IT Service Manager(s) 
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.

 

MS2.1 – Advice, guidance and co-ordination of partner IT requirements

MS2.2 – Identification and implementation of agreed solutions

MS2.3 – Creation of bespoke support agreements and ongoing support models

MS2.4 – Managed services are often by their nature bespoke but common IT services provided for external partners include:

    • IT UserIDs and passwords
    • ClientIT services including desktop equipment
    • Access to campus network and Wifi
    • Telephony services
    • Access to print, copy and scan facilities
    • Access to Service Desk and provision of onsite technical support

MS2.5 – Bespoke services which may be provided include:

    • Second level technical support
    • Server hosting and storage
    • Specification and procurement of bespoke solutions
    • Bespoke development e.g. environments and middleware, database or web

Service Support Level

The following levels of support are available to be provided (subject to agreement):

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

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.  

The service can be requested via your Business Relationship Team who will be able to discuss your initial requirements and guide you to the appropriate resources. 

Please refer to the following article to contact BRM team: KB0012310 Business Relationship Management. 

How to use

The service can be used by the University staff upon request – for further guidance please use self-service or contact BRM team.

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.

SLAs and OLAs

In review - to be published in due course.