Service Description

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

Standard Service offering

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

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.

The Scope of this agreement covers the following:

• University owned end user computer devices including (not limited to) –

o PC Desktop

o Workstations

o Notebooks/ laptops

o Tablets

Using following OS – Windows, Linux, MacOS, iOS and Android

• Advice, specification, procurement, deployment, management and support of end-user computer devices
• All aspects of end-user computer devices hardware vendor selection, supplier agreements and supplier management
• Advice and guidance for service users
• Hardware lifecycle management for managed devices

This agreement does not cover the following:

• Devices using the Blackberry, Raspberry PI or device specific firmware
• Generic non specialist support for services which form part of other agreements
• Configuration or similar changes that would void any supporting contracts with 3rd parties
• Any hardware, software or services that have not been formally accepted into support by the IT service
• Software specification and procurement (covered by the Software Licensing Deployment and Support service)

How to request

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.

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.

How to use

Information about available training and online resources can be found at 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.

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

SLAs and OLAs

In review - to be published in due course.