This article describes the Hardware Provision and Support (UC2) Service, part of the Service Catalogue, including details on support offering, and how to access the service.
A unified service specifying, procuring, deploying and supporting the IT hardware necessary for research, student education and business services.
Contact type | Contact(s) |
---|---|
Key Business Stakeholder(s) | To be confirmed |
ELT lead | Head of Service Management and Infrastructure |
IT Service Owner(s) | Client Services Manager |
IT Service Manager(s) | Client Services IT Operational Lead (ITOL) |
Business Relationship Manager (BRM) | KB0012310 Business Relationship Management |
What IT delivers from a user perspective. IT is supporting the following business services.
UC2.1 – Specification, purchase, installation and support of standard and non-standard end-user computer devices
UC2.2 – Management of end-user computer devices including lifecycle, security and inventory
UC2.3 - Integration of non-standard end-user computer devices with the University network and IT support infrastructure
UC2.4 – Assistance with connecting end-user computer devices with other peripheral devices and systems
UC2.5 – Hardware vendor relationship management
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.
The Scope of this agreement covers the following:
o PC Desktop
o Workstations
o Notebooks/ laptops
o Tablets
Using following OS – Windows, Linux, MacOS, iOS and Android
This agreement does not cover the following:
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.
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.
This service is accessible to all University staff and students; visitors and partners - See the knowledge base articles related to this service on the IT website at https://it.leeds.ac.uk
This service is accessible to all University staff and students - please use the self-service portal or contact IT Service Desk for more information.
Information about available training and online resources can be found at IT.leeds.ac.uk
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.
Second level support will be available 09:00-17:00 Mon - Fri
In review - to be published in due course.