Data Centre Management


This article describes the Data Centre Management (TE1) service, part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Provides secure, managed physical locations and monitoring for core network equipment and servers.

Provides reliable, resilient and secure physical locations to house and manage core network equipment and servers and monitors the status of services and infrastructure.

OLA for Data Centre Management

Contact type Contact(s) 
Key Business Stakeholder(s) To be confirmed
ELT lead Executive Portfolio Manager
IT Service Owner(s) Data Centre Manager
IT Service Manager(s) 
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.

TE1.1 - Three secure and resilient data centres offering tightly controlled environmental infrastructures that allow for the optimum operating efficiency of equipment

TE1.2 - Data centre access control and management

TE1.3 - Hosting of JANET, YHMAN and Telco equipment connecting UoL to regional, national and international networks and providing connectivity and resilience for other HE and FE institutions

TE1.4 – Proactive monitoring of servers, network and storage infrastructure enabling early detection of and fast response to service affecting incidents

TE1.5 - Central log management for University Log Data including;

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.

 

TE1.2, TE1.4 relate to Incident and Request processes.

How to request

Please contact your Business Relationship Manager who will be able to discuss your initial requirements and guide you to the appropriate resources. You may also contact the IT Service Desk for information or via the self Service portal to make that initial request describing your requirements. 

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. You may also contact your Business Relationship Manager who will be able to discuss your initial requirements and guide you to the appropriate resources. 

This service is accessible to all University staff and students - See related articles section.

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. See related articles section.

Data Centre Services are expected to be available for use 24 / 7 / 365. Excluding agreed maintenance windows and periods of planned downtime.

SLAs and OLAs

In review - to be published in due course.