This article describes the Software Licencing, Deployment & Support (UC3) service, part of the Service Catalogue, including details on support offering, and how to access the service.
To ensure that the University appropriately licenses, deploys and supports software 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.
UC3.1 – Provision of operational software for research, student education and business services
UC3.2 – Installation, maintenance & troubleshooting of core software.
UC3.3 - Installation of non-core software
UC3.4 - Advice and guidance on software specification and procurement
UC3.5 - Ordering and procurement of core software; and procurement advice for non-core software.
UC3.6 - Software vendor relationship management for core software
UC3.7 – A Managed Software Library and a Supported Software Catalogue
UC3.8 –Software configuration and installation
UC3.9 - Software Licence 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.
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.
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.