Service Management

Service Management, part of the Applications Directorate, is responsible for managing a portfolio of centrally run services that are delivered directly to our customers.

Section Head: Alex Carter

The Service Management section brings together related central applications and web communications tools and functions as a single, packaged ‘IT service’ in support of academic and business activity within the University. The focus and scope of specific services are explained in their published Service Level Definitions (SLD's) and Service Level Agreements (SLAs).

Services and Teams

The section has two teams of service managers for Collaboration Services and Enterprise Data Services, a SharePoint team that offers SharePoint support and development as well as managing the service, and a service support team to provide operational support for all the section's services.

Services managed by the section
Team	Business Services	Systems
Collaboration Services Team	Collaboration Tools Email and Diary Electronic Voting and Electoral System Event Booking	Office 365 – approx 50k users - staff, students and external collaborators, including email and diary; on-line meetings and video conferences using Skype for Business; Sharepoint and OneDrive. Wiki - more than 2,000 live wiki spaces. Event Booking - key to delivering post graduate student skills training Website hosting - a central hosting environment that encompasses a range of hosting solutions, from simple HTML websites through to standard web application hosting.
Enterprise Data Services Team	Business Reporting and Analytics Document Management (via Serengeti) Visitor Registration OneTrust Journyx	BI Tools, including BI Suite, Power BI, Qlikview and Qliksense, delivering Enterprise reporting for all areas of the University. Serengeti Document Management System, enterprise document storage inegrated with key systems. Identity Management – managing user accounts for around 500k appliants, students, staff, visitors and alumni Visitor Registration – enabling the creation and management of computing accounts for users who are not in the HR or student record systems. OneTrust - Data Protection Impact Assessment (DPIA) system, which can be used to identify the usage of personal data throughout the University and effectively reduce and manage the risk of processing personal data. Journyx - Journyx is an employee time and expenses tracking application used by Information Services staff members in multiple directorates.
SharePoint Team	Document Management (via Office 365)	Managing the University's use of SharePoint and associated technologies in Office 365 via the SharePoint Solutions Service. The team also offer development of SharePoint sites and functionality as well as ongoing support for departments across the Univeristy.
Service Team		Managed Mobile Service Service Alerts