ITS Policy Document
Policy
ITS Service Centre Policy
(Staff)
Date Created
/ Revised
January 2014
Team
Service Delivery
Owner
L. Hall
Status
Approved
[DRAFT/APPROVED/REVIEW
DUE]
Information Technology Services Department
The Information Technology Services Department (ITS) provides IT and Communications functions to
University of Derby customers. Services provided include:
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Desktop support for hardware, software and peripherals
Classroom Audio Visual equipment support
Provision and maintenance of access to administrative applications, network/servers,
telecommunications, websites and e-mail accounts
Procurement of IT equipment and software (including audit of)
Business Analysis and Project Management
“Off Air” TV Recording Provision
Software Development
Data Protection and Information Security Services
This document outlines the IT Service Desk policy regarding the service provision to Academic and
Support Staff based at all University of Derby sites. Additional support requirements over and above this
provision are addressed separately by the use of Service Level Agreements, which are customised
between IT Services and individual areas of the business as required.
Engaging IT Services
Support from ITS can be requested by contacting the IT Service Centre on 01332 59 1234, email
itservicecentre@derby.ac.uk or by visiting us in B108 (Kedleston Road).
For non-critical IT Support Requests, the core support hours can be found here:
http://www.derby.ac.uk/its/staff/help/hours/
Out of Hours Services
Working with Northumbria University, we offer an out of hours support service (NorMAN). When our
main Service Centre is closed, all enquiries made by telephone will still be answered. The out of hours
service operates between the following times:
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5.00pm – 8.00am the following morning (from 4.30pm on Friday)
24 hours over weekends and
University closure periods (ie Christmas)
Our telephone number remains the same (01332) 59 1234 and all calls are automatically re-directed
through to NorMAN at the end of each working day.
We also have dedicated phones that will automatically ring NorMAN (out of office hours). Their
locations are:
 Kedleston Road Library on the IT Help Desk
 B201 Green Room (technicians office)
ITS Policy Document
All calls made to NorMAN are logged and referenced. NorMAN will aim to resolve the most frequently
asked questions, along with standard desktop and software queries. However, should they be unable to
resolve the issue, all details will be passed back to the IT Service Centre who will contact the customer
the following day.
For more comprehensive issues, such as unplanned service interruptions, these will be escalated to our
own emergency IT Technicians who operate an on-call service.
IT Support Request Processing
In order to provide an efficient service and effect a timely resolution to any IT Support Request, the ITS
Department needs as much information regarding the Support Request as possible. The customer is
therefore advised to gather as much information as he or she reasonably can prior to contacting the ITS
Service Centre.
Examples of information that may be required include:
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Location and phone number
Alternative contact number
Detailed description of issue or request
Duration of issue
UOD number of affected equipment
Software: Product name including Version Number
Hardware: Make, model, serial number
Whether or not the issue appears to be widespread
Screenshots, menu paths and error messages
IT Support Request Logging
All calls are entered into the Service Centre call ticketing system, which enables the cradle-to-grave
management of any IT related Query, Incident or Service Request. On requesting support from ITS, the
Service Centre staff will provide a reference that is unique to that particular request, and can be quoted
at any time if a status update is required.
IT Support Request Prioritisation
Listed below are guidelines the ITS Service Centre uses to prioritise and process customer requests for IT
Services. The response times that are outlined are intended as goals and represent the service levels that
the customers should expect. All efforts will be made to exceed these service level commitments.
Response time commitments do not promise a resolution within that stated timeframe. They are
intended to indicate the maximum time interval in which the customer will be contacted by either the
engineer assigned to the call, or by the assigned department’s manager to initiate support activities.
Every effort will be made to immediately respond to and resolve all Priority One calls.
Service
Default
Priority
1
2
3
4
Response
30 minutes
2 hours
2 days
1 week
Target
1 day
1 week
5 weeks
12 weeks