This article describes the External Partnerships service (MS2), part of the Service Catalogue, including details on support offering, and how to access the service.
|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|
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:
MS2.5 – Bespoke services which may be provided include:
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.
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.
The service can be used by the University staff upon request – for further guidance please use self-service or contact BRM team.
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.
In review - to be published in due course.