Software Licencing, Deployment & Support

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.

Service Description

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

Standard Service offering

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

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.

How to request

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.

How to access

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  

Hours of availability and support

The best way to contact IT is via the IT Self Service site ( 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.