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Services at the Information Systems Group

Service targets

Across all our corporate information systems, ISG aim to do the following:

  • Provide timely availability of data and applications especially for strategic areas like administrative, teaching and research functions.
  • Provide a functional range of corporate information systems that deliver to the University operational plan
  • Endeavour for user satisfaction across our multiple systems
  • Comply with any legislative system requirements.

Information system second and third level support, ISG will undertake to resolve service requests in accordance with the service prioritisation table.

System alerts are responded to in the first instance by the ITS Operators (recorded within Landesk) in the ITS Infrastructure Team, as per ITS system response and on-call arrangements. 

Project Services

Service targets for project services will be negotiated on a case-by-case basis depending on ISG resource, client’s resource availability and what has been agreed to in the project plan between all parties.

Any and all requests for project services will be forwarded by the client to the Manager ISG, who will submit the request to the Applications Portfolio Steering Committee (APSC) for prioritisation.