Access and Identity Management

This article describes the Access and Identity Management (TE5) service, part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Grant authorized users access to the right services and resources, while preventing access to non-authorized users.

Policies, processes and technology used by the University to manage the digital identity of its members including provision and removal of IT usernames and access management controlling user access to services.

OLA for Access and Identity Management.

Contact type Contact(s) 
Key Business Stakeholder(s) To be confirmed
ELT lead Head of Service Management and Infrastructure
IT Service Owner(s) User Services 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.

Ideally aligned to the components as outlined in the service catalogue.

TE5.1 - Identity Management including:

TE5.2 - Username administration including:

TE5.3 - Data management including:

TE 5.4 - Abuse identification and investigation

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

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 regarding Access Control and Account Management Policy can be viewed in the following KB article KB0011141. See related articles section.

Additional Information 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. See related articles section.

Access and Identity Management 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.