1. IT Service Catalogue

The IT Service Catalogue provides Staff and Students of Plymouth University with a centralised, organised and structured view of available supported information technologies for enabling business and learning. It provides a basis for understanding the nature of the service and where to go to request information about the service, gaining access to the service or raising support queries in the event of issues. The catalogue is arranged into groups as Service Categories which show services which have a common relationship in terms of the technologies delivered and the in way that they are supported.

 

Service Category

Category Description

 

Desktop Computing Services

Services that enable routine work or study, including provision of access to network services and user file storage. Provision of standard set of software apps.

 

Telephony & Voice Communications

Services that provide communication via analogue, digital, mobile telephony and audio conferencing.

 

Printing, Photocopy and Document Scanning Services

Services that enable networked printing, photocopying and document scanning.

 

Collaboration, Communications and Email Services

Services that enable communication via electronic mail and messaging and provide electronic calendars and planners.

 

Web Services

Services that facilitate broader communication via global communications, web content management, web application development and hosting, and media development. Wired and wireless connectivity.

 

Connectivity, Servers & Storage

Enterprise-level hardware, software, systems, and network infrastructure that provide underlying support for University activities. Includes data centres, structured cabled networking, wireless networking, central storage and system backup solutions, server virtualisation, systems management and operations.

 

Teaching, Learning Technology and Research

 

Online services that directly support teaching and learning, including Digital E-learning Environment (DLE), e-portfolios, Library catalogue system. 

Audio-Visual, Media and Events Management

Services that provide communication via video/web conferencing, educational tutoring/presentation via digital projection and tele-visual technologies and content capture.

 

Accounts, Passwords and Computer Security

Infrastructure and services that provide security, data integrity, and compliance for institutional activities. Includes security services such as virus protection, encryption, privacy, data security, identity management solutions, access controls (i.e., passwords, accounts, and authentication), audit and monitoring systems and services, and data access and management.

 

Advice, Support, Guidance and Training

Consultative Services that are both customer-facing and technical. Includes IT training, consulting/advisory services, business continuity/disaster recovery, enterprise architecture, portfolio/project management and IT Service Management.

 

Business Software

Broad range of specialist Software and Enterprise tools for Business, Faculty and Students

 

1.1. Desktop Computing Services

Service Category: Desktop Computing Services

Service

Service Description

Staff Desktop and Laptop Services

 

Provision of a managed networked desktop or laptop computing device, Windows or Apple Mac. Configured with a current, standard, operating system, applications, accounts, and settings.

Student Computing

 

Computing facilities for students at the Plymouth campus which are provided in open access areas, teaching rooms and laboratories. Rooms are equipped with managed, networked desktop computing devices, Windows or Apple Mac. Some areas have space for use with user’s own laptops.

Software Services

 

Known as the University Wide Software Service (UWSS), Plymouth University maintains a collection of all of centrally-distributed applications. Each year, this service is reviewed and updated to ensure it continues to meet the University’s needs.
1.1.1. Student Computing

Student Computing

Description:

Provision of computing facilities for students at the Plymouth campus which are offered by dedicated student IT areas under 'Open Access', plus teaching rooms and laboratories which offer additional access. These rooms are equipped with managed, networked desktop computing devices, both Windows or Apple Mac. Some areas have additional  space for use with user personal laptops.

 

Summary:

Computers are available for all students on campus on a first-come basis and these provide access to a wide variety of software packages and, through the student portal, to the internet, email, on-line databases and journals, and learning materials.

Teaching rooms and laboratories usually available for general computing used when not booked for teaching.

Further information on facilities can be found here:

IT Open Access

The main open access areas are:

  •    Level 1 of the Babbage Building Open 08:00 - 22:30. 
  •    Library Level 0 Open Access Computing Area is open 24 hours a day all    365 days per year

To ensure all computers have the latest software and security patches we shut down the computers in stages between 00:00 and 06:00 every weekend

Access to facilities in other areas are subject to teaching and event booking and local building policies.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online viaitselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Library & Digital Services

 

Related Services:

Student Printing, Photocopy and Document Scanning Service

Network Management Services

 

Service Components:

PlymDesk Windows Computer Service

PlymMac AppleMac Computer Service

 





1.1.2. Staff Desktop and Laptop Services (Windows and Mac OS)

Staff Desktop and Laptop Services (Windows and Mac OS)

Description:

Provision of a managed networked desktop or laptop computing device, Windows or Apple Mac. Configured with a current, standard, operating system, software applications which includes anti-virus and anti-spyware protection, plus authentication via accounts and settings.

 

Summary: 

Staff may request an option comprising Windows 7 Operating System based desktop or workstation, a choice of 2 Windows laptops, an Apple Mac Pro, iMac, or a choice of 2 MacBooks. The devices have been selected to meet a range of business needs. Upgrade to Windows 10 is planned for late 2017 onwards.

TIS centrally manage with patches and software updates remotely applied to ensure current, secure software is being used. This provides a consistent and secure computing environment for you to use.

Core software distributed includes Office, and security software, a full list including Apple Mac applications can be found here: 

University Wide Software Service (UWSS)

Equipment information is here:

Requesting new, changing or replacing existing equipment      

These requests normally take between 5 and 10 working days to fulfil.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online viaitselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Support Manager, TIS

 

Related Services:

Staff Printing, Photocopy and Document Scanning Service

Open Access Student Computing

Software Services

Network Management Services

 

Service Components:

PlymDesk Windows Computer Service

PlymMac AppleMac Computer Service

 

1.1.3. Software Services

Software Services

Description:

Available only to staff and academics.

Known as the University Wide Software Service (UWSS), Plymouth University maintains a collection of all of centrally-distributed applications.  Each year, this service is reviewed and updated to ensure it continues to meet the University’s needs.

Software in UWSS is classified under two categories:

Core Software – General purpose software, not specific to a particular subject area or user group; examples are Microsoft Office Word and Adobe Reader. Core software is available on all systems and support is provided by Technology and Information Services (TIS).

Specialist Software - Software for teaching or other specific purposes.

This software is typically provided for a particular faculty or school, and is often only available in designated locations.

Further details about this service can be found here:

The University Wide Software Service (UWSS) 

Details of the deadline for software change requests can be found on the page linked above.

Appropriately licensed common software is available via Software Center, see:

How to install a program using Software Center

Requests for software to be packaged:

Software to be distributed to teaching labs and open access areas are batched and scheduled for a twice yearly release. Contact Support to log a request.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Service Management

 

Related Services:

Desktop and laptop Services (Windows and Mac OS

Open Access Student Computing

 

Service Components:

Software Deployment and Patching Service

Work at Home

University Wide Software Support

 


 

1.2. Telephony and Voice Communications


 Service Category:  Telephony and Voice Communications

 

 Service

 

 Service Description

Wired Telephony Service

 

Provision of standard digital desktop telephone and voicemail service for office based staff and researchers. Additional analogue telephony service for sites services involving security, emergency calls and alarms.

 

Mobile Telephony Service

 

Service supporting use of smartphone technologies enabling voice, data, multimedia and internet access for University staff.

1.2.1. Mobile Telephony Service

Mobile Telephony Service

 

Description:

TIS provide a mobile telephony service for staff and researchers who have a business requirement for mobile communication.

Summary:

Staff and researchers may request an iPhone or Android mobile smartphone service which in addition to voice communication offers access to data, media, applications and the internet.

The service is available for all University Faculties and Departments for staff and researchers with a business justification and requests may be to the TIS Service Desk (contact details below).

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Support Manager, TIS

 

Related Services:

Landline Telephony Service

Digital Telephony Service

 

Service Components:

SmartPhone and Mobile Phone Provision

Mobile Telephony Support

 

1.2.2. Wired Telephony Service

Wired Telephony Service

 

Description:

We provide a standard digital desktop telephone and voice-mail service for staff, academics and researchers. We also provide an analogue landline telephony service for the support of University building communication requirements.

 

Summary: 

Staff and researchers may request a desktop digital telephone service which offers password protected voicemail retrieval, customised speed and fast number dials, call transfer and out-of-office voice message recording. This service also offers message pick-up from outside of the University.

The service is available at main Plymouth Campus, PAHC, 9 Research Way, Mast House, Royal William Yard, Cookworthy and may be requested from the TIS Service Desk (contact details below).

Guides to the setting-up and use of the digital telephony service may be obtained here:

Where can I get help with using my IP Telephone?

 

There is also provision of analogue landline telephony and this connectivity is available to support alarms, lift phones and other emergency phones.

The service is available for the Buildings and Estates Faculty and may be requested from the TIS Service Desk (contact details below).

 

Support:

We offer 24 hour support for the Digital Telephony Service 

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588 Monday to Riday 0800 hours to 1800 hours*

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

 

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

IT Operations Manager

 

Related Services:  

Mobile Telephony Service

 

Service Components:

Call Logging

Switchboard

VoiceMail

Digital voice over IP (VoIP)

Call-Handling (IPFX)

Audio-Conferencing

Analogue Telephones

Exchange Lines 

 

1.3. Printing, Photocopy and Document Scanning

Service Category: Printing, Photocopy and Document Scanning services

Service

Service Description

Staff Printing, Photocopy and Document Scanning Services

 

Technology and Information Services (TIS) provide multi-function network printers which are distributed across all University sites.


Student Printing, Photocopy and Document Scanning Services

 

Technology and Information Services (TIS) provide multi-function network printers which are distributed across the library student environment and other student open access areas.

1.3.1. Staff Printing, Photocopy and Document Scanning Service

Staff Printing, Photocopy and Document Scanning Service

 

Description:

Technology and Information Services (TIS) provide multi-function network printers which are distributed across all University sites.

 

Summary:

The network printing service is provided by multifunctional devices which provide both printing and photocopying functions. The service provides Colour and Black & White printing and copying on both A3 and A4 paper sizes and enables single sided or two-sided printing. The service also provides enlargement or reduction of the original print and sorting or stapling options.

Additionally the service offers the ability to scan paper documents and save to files as email attachments. Wireless printing is available via Eduroam.

Wide format printing is available in the Library. 

The service is available for all University Faculties and Departments and may be requested from the TIS Service Desk (contact details below).

A guide to wireless printing is available under this link:

Wireless printing

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Support Manager, TIS

 

Related Services:

Student Printing, Photocopy and Document Scanning Services

 

Service Components:

Multifunctional Printer (MFD) Service

Document to e-Mail

 

1.3.2. Student Printing, Photocopy and Document Scanning Service

Student Printing, Photocopy and Document Scanning Service

 

Description:

Technology and Information Services (TIS) provide multi-function network printers which are distributed across the library student environment and other student open access areas.

 

Summary:

The network printing service is provided by multifunctional devices which provide both printing and photocopying functions. We offer Colour and Black & White printing and copying on both A3 and A4 paper sizes. The printers offer single sided or two-sided printing. The service also provides enlargement or reduction of the original print and sorting or stapling options.

Additionally the print service offers the ability to scan paper documents and save to files as email attachments.

Wide format printing is available in the library. 

A guide to student printing is available under the following link:

Student printing

A guide to wireless printing is available under this link:

Wireless printing

 

Support:

We offer 24 hour support for disruption to student printing.

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588 Monday to Friday 0800 hours to 1800 hours.

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

We also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

For further information on support use the following hyperlink:

TIS Self-help

 

Service Owner:

Support Manager, TIS

 

Related Services:

Staff Printing, Photocopy and Document Scanning Service

 

Service Components:

Multifunctional Printer (MFD) Service

Document to e-Mail

 

1.4. Teaching, Learning Technology and Research

Service Category: Teaching, Learning Technology and Research

 

Service

 

Service Description

Digital Learning Environment Services (DLE Student Portal)

 

 The Digital Learning Environment is a hosted solution (at ULCC - University of London Computer Centre) that utilises and aggregates data from other services. These Services are existing University systems such as the Student Record System. 

Online Training Services

 

 Online access to a range of IT Training courses provided by TIS and via Lynda.com which is an on-line training library. Online training is available 24/7 to students and staff members and provides support material including a wide range of tutorials dedicated to specific skills, subject areas and software.

 

E-Portfolio Services

 

 The university provides a web-based service solution to collate your portfolio and personal learning record.

Research Data Services

 

 Provision of data storage, indexing and retrieval for the Research community.

Library Services

 

 Systems to provide management of, access to and support of Library Resources and TIS systems, both physical and electronic including physical library access systems
1.4.1. Research Data Services

Research Data Services

 

Description:

Provision of data storage, indexing and retrieval for the Research community.

 

Summary: 

There are a number of components that allow for the storage, indexing and retrieval of information based on the context of the data.  

TIS manage the storage locations and the indexing of the metadata, provided by the content owners at the time of uploading into the storage area, to allow for retrieval of the information stored.

Plymouth Electronic Archive & Research Library (PEARL) provides open access to the full text of research outputs produced by Plymouth staff and PhD students. PEARL is the showcase for the University's research and aims to increase the visibility and impact of research both for researchers and the University.  It is harvested by: Google Scholar, ETHOS, Primo and can populate staff publication displays on the PPPs.

See : PEARL

Elements is the University’s research publication information management system. Elements is a central store of information such as authors, titles, date of publication of research outputs including journal articles and books.

See: ELEMENTS  

 

Work can be submitted via Elements into Pearl. Further information can be found here:  About Elements   

Gradbook can be used to set up and record notes on your supervisory meetings and check your deadlines online

See:  GradBook

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:  itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to EMILY (See Service Components below)

For further information on support use the following hyperlink:

IT Self-Help

 

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Library and Digital Support

Graduate School Manager

  

Related Services:  

Library Services

Website

E-Portfolio Services

Data Management Services 

Digital Learning Environment Services (DLE Student Portal)

Content Capture Services

 

Service Components:

Research Information Management

Symplectic Elements

Plymouth Electronic Archive and Research Library (PEARL)

EMILY

GradBook

Moodle 

 

1.4.2. Library Services

Library Services

 

Description:

Systems to provide management of, access to and support of Library Resources and TIS systems, both physical and electronic including physical library access systems.

 

Summary: 

The library provides systems for the discovery and delivery of content including both physical and electronic resources: The Charles Seale Hayne Library

Resources are discoverable via: Primo

etext books are via the module site: DLE

The Library also provide bookable Study space further information can be found here: Library Room Bookings   

Building access is controlled to provide a safe working environment using sentry access system.

IT Self-help and live chat (available via Primo and Campus M) are provided for staff and student support: IT Self Help

Information kiosks are available to staff, students and walk in users. As well as access to Library systems these allow access to a variety of university services.

 

 Support:

 Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to Primo (See Service Components below)

 

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Library Services

 

Related Services:  

Staff Printing, Photocopy and Document Scanning Service

Student Printing, Photocopy and Document Scanning Services

Open Access Student Computing

Mobile Application Services

Student Administration Applications

 

Service Components:

Alma

Primo

e-resources

TIS SelfHelp

e-Books

Primo

Sentry Access Control

Inter Library loan

Ref Chatter

Kiosks

    

1.4.3. e-Portfolio Services

e-Portfolio Services

 

Description:

The university provides a web-based service solution to collate your portfolio and personal learning record.

 

Summary:

The widely applicable service is available to all staff and students. It can be used independently for personal and professional development, or adopted as a part of assessed activities within the curriculum. Where individuals need to collect evidence, record and reflect on achievements and experiences to meet criteria for modules/programmes and external accreditation.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:  itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to PebblePad (see Service Components below)

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Service Management

 

Related Services:  

Digital Learning Environment Services (DLE Student Portal)

Online Training Services

Research Data Services

Library Services 

 

Service Components:

Collaborate

Online Conferencing

Pebblepad 

  

1.4.4. Online Training Services

On-line Training Services

 

Description:

On-line access to a range of IT Training courses provided by TIS and via Lynda.com which is an on-line training library. On-line training is available 24/7 to students and staff members and provides support material including a wide range of tutorials dedicated to specific skills, subject areas and software.

 

Summary:

All students and staff to have access to online training and to lynda.com, a continually growing and evolving library of training videos and tutorials covering a wide range of software, technologies and business topics. Students and staff members can take advantage of free 24/7 access to the entire library of training; this includes:

  • Over 3,700 courses and 150,000 tutorials with new releases every week
  • My Training - bookmark videos, chapters or courses for future reference, or stop and restart a course where you left off
  • Search for courses by subject, software, author or keyword

A link to on-line IT Training for students:

Student IT Training

A link to lynda.com for information for staff and student IT training:

link for lynda.com

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for Lynda.com

 

 *excluding Bank Holidays and other University occasional holiday dates

 

Service Owner:

Senior Learning Technologist

 

Related Services:

Digital Learning Environment Services (DLE Student Portal)

E-Portfolio Services

Research Data Services

Library Services

 

Service Components:

Lynda.com

  

1.4.5. Digital Learning Environment Services (DLE Student Portal)

Digital Learning Environmen(DLE)

 

Description:

The Digital Learning Environment is a ULCC-hosted solution (University of London Computer Centre) that utilises and aggregates data from other services. These Services are existing University systems such as the Student Record System.

 

Summary:

Moodle forms the core of Plymouth University’s Digital Learning Environment (DLE), a virtual on-line Learning Space. DLE  is the primary e-learning platform for Plymouth University. It offers a range of tools that support on-line teaching and learning tools, techniques and features that facilitate and enhance traditional classroom activities.

The data repository supporting the DLE utilises a Resource Store supplied by the Equella product.

Learning tools include:

Tallis Aspire - online reading materials

Lynda.com - on-line availability of training courses for over 1600 software products 

Turnitin - plagiarism-prevention software

PebblePad - an e-portfolio package 

The DLE can be accessed via the following link:

Access to the DLE

 

Support:

We offer 24 hour IT support for the DLE and additionally for Moodle, PEARL, Media Store and TV Capture (see DLE's Service Components list below).

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online viaitselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

 

 *excluding Bank Holidays and other University occasional holiday dates

 

Service Owner:

Digital Skills Development Manager

 

Related Services:  

Online Training Services

E-Portfolio Services

Research Data Services

Library Services

 

Service Components:

Equella

Moodle

Atlas

Submitting Coursework On-line and Remotely (SCOLAR)

Plymouth Electronic Archive and Research Library (PEARL)

TV Capture

Content Management (CMS)

Media Store

 

1.5. Collaboration, Communications and Email Services

Service Category: Collaboration, Communications and Email Services

Service

Service Description

Collaboration and Communication Services

 

TIS provides several IT based solutions enabling communication and collaboration with colleagues, students and people external to the University from wherever they are located online and offline.

Email Services

 

 A feature-rich secure and reliable email service is offered which allows the sending and reading of electronic messages with text and document attachments. It allows a calendaring service for appointments meetings and other events. The service allows both office and mobile device availability so that communication will be within and beyond University areas.

 

Digital Signage Services

 

Departmental or University managed digital signage, providing a range of information

1.5.1. Email Services

Email Services

 

Description:

A feature-rich secure and reliable email service is offered which allows the sending and reading of electronic messages with text and document attachments. It allows a calendaring service for appointments meetings and other events. The service allows both office and mobile device availability so that communication is enabled within and beyond University areas.

 

Summary: 

We provide Microsoft Office 365 cloud-based email to allow access to email service whether at the University or away. We provide staff and students with an email address, University contacts address book, calendar, distribution lists, task lists and email archive.

 

For Students we provide Office 365 for your email together with One Drive for storing your files. For further details use this link: 

Office365

For staff we provide MS Office Outlook software installed on your computer for use in the office together with access to Office 365 and One Drive. There are options to change email signature, formatting, folders and many more features.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*
We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk
Alternatively, support can be contacted on 01752 588588
Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.


For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.


We offer 24 hour support for disruption to Office365

For further information on support use the following hyperlink:

TIS Self Help


*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Service Management

 

Related Services:  

Collaboration and Communication Services

Digital Signage Services

 

Service Components:

Office 365

 

1.5.2. Digital Signage Services

Digital Signage Services

 

Description:

Departmental or University managed digital signage, providing a range of information.

 

Summary: 

The Big Screen

This resides on the side of The House (Performing Arts Centre). allow students’ performances, arts programmes, graphics, film production and University news from within the theatre or elsewhere around the campus, to be shown to everyone.

SIA

Screen Information Architecture, is the system that manages and displays content on the information screens around the University of Plymouth. The information shown on each screen consists of one of more feeds. For example, a screen may show a feed of 'local' information, the sustainer feed and other feeds are selected from the available content within the system, including a number of topic based corporate feeds.

Other

Some Faculties manage their own digital screen service and provide local content appropriate to the Faculty or School.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online viaitselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Digital Manager

Dean Faculty of Science and Technology

Dean Faculty of Business

 

Related Services:  

None

 

Service Components:

PlymDesk Windows Computer Service

The House Big Screen

  

1.5.3. Collaboration and Communication Services

Collaboration and Communication Services

 

Description:

We provide several IT based solutions such as OneDrive, Office365 Outlook and Skype for Business enabling communication and collaboration with colleagues, students and people external to the University from wherever they are located online and offline.

 

Summary:

We provide a set of tools that enable users to communicate and collaborate online and offline with colleagues, students and people external to the University from wherever they are located.

Tools are fully integrated with the productivity tools people use every day, like email, calendaring and document collaboration. They enable easy and secure document storage and sharing without a need for users to create multiple copies of documents, live communication via video link or instant messaging with additional features.

Service offer a range of online communications tools that allows users to work together with instant messaging, audio and video conferencing, online meetings and webinars, and easy sharing with University staff, students and externals.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:    itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to Collaborate

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Service Management

 

Related Services:  

Email Services

Digital Signage Services

 

Service Components:

Collaborate

Online Conferencing

Office365

Skype for Business

OneDrive 

  

1.6. Web Services

Service Category: Web Services

Service

Service Description

PU Website Service

 

The University Website https://www.plymouth.ac.uk and Content Management System (CMS) is a bespoke application built as a marketing tool, primarily aimed at prospective students.

 

Blogging Services

 

Known as the 'Blogging Service', Plymouth University has a 'beta' University-wide blogging service provided by Technology & Information Services (TIS), Strategy & Architecture.

 

Mobile Application Services

 

The provision of application services that have the functionality to be used on mobile devices, or the use of the University network in which to consume them.

Intranet Services

 

Using private network technologies we provide an internally facing collaborative IT system which has both Staff and Student portals to provide a wide range of information on the services and environment offered by Plymouth University. It is an organisation-wide starting point for information on resources.
1.6.1. Plymouth University Website

Plymouth University Website

 

Description:

The University Website  https://www.plymouth.ac.uk and Content Management System (CMS) is a bespoke application built as a marketing tool, primarily aimed at prospective students.

The website delivers a high quality, fast, resilient and mobile-friendly service to our website visitors to access information about the university.

Student Union Website is hosted by Membership Solution Limited (MSL) http://www.upsu.com/

 

Summary: 

The website is the platform for all published information for our user communities, a “one stop shop”, the defacto place for publishing all non-confidential information about the university.

The website and CMS is the single source for branded digital media.

The University Content Management System (CMS) is the mechanism for publishing and managing content on the university website. 

The content management system for the website has restricted access.  In order to create and edit content university staff must first be trained on the CMS. See creating-and-publishing-content

Student Union Website is hosted by Membership Solution Limited (MSL). Users are authenticated via PU Shibboleth instance. http://www.upsu.com/

  

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to the University Website.

*excluding Bank Holidays and other University occasional holiday dates.

  

Service Owner:

Head of Service Management

Digital Manager.

 

Related Services:  

Research Data Services

Portal

Library Services

Student Administration Applications

Blogging Services

Mobile Application Services

Intranet Services

 

Service Components:

Single Sign On

Unit-E

Symplectic Elements

SalesForce CRM

Hosted Web Servers

MSL Feed

    

1.6.2. Intranet Services

Intranet Services

 

Description:

The staff portal and student portal provide an internally facing collaborative IT system which has both Staff and Student portals to provide a wide range of information on the services and environment offered by Plymouth University. It is an organisation-wide starting point for information on resources.

 

Summary: 

Using access via Staff and Student login portals individuals have access to a wide range of information covering many areas of learning and business resources. Key areas include:

News and Events

Personal Information Self-management

Timetables

Digital Learning Environment

University Life

Learning Resources

Career and Postgraduate opportunities

Student Surveys

Intranet Communities

 

Use the following link for staff access :

Staff Portal


Use the following link for student access:

Student Portal

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:  itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to Intranet Services

For further information on support use the following hyperlink:

TIS Self-help

 

 *excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Service Management

   

Related Services:  

PU Website Service

Blogging Services

Mobile Application Services

 

Service Components:

SharePoint

MySites

Staff Noticeboard

 

1.6.3. Mobile Application Services


 Mobile Application Services

 

Description:

The provision of application services that have the functionality to be used on mobile devices, or the use of the University network in which to consume them.

 

Summary:   

Students and staff can request the use of various applications and download to access Plymouth University services, such as Office365, Pebblepocket or CampusM.

PebblePocket is an application powered by PebblePad that lets you quickly create assets on the go. It allows you to edit and save the mobile assets on your device and send them to your Pebble+ asset store.

The CampusM mobile platform offers a portfolio of mobile applications to provide University information  to smartphone and tablet devices.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to CampusM (see Service Components list below)

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

TIS Operations Manager

TIS Support Manager

   

Related Services:  

PU Website Service

Internet Services

Blogging Services

Intranet Services

 

Service Components:

Office365

PebblePocket

CampusM

  

 

 

 

1.6.4. Blogging Service

Blogging Service

 

Description:

Known as the 'Blogging Service', Plymouth University has a 'beta' University-wide blogging service provided by Technology & Information Services (TIS), Strategy & Architecture.

 

Summary:

The Blogging Service”, though on a “beta” trial is available for use by all elements of business at the University.

The service is available here:

http://blogs.plymouth.ac.uk/

A list of blogging sites is available here:

http://blogs.plymouth.ac.uk/blogs/

Information or expressions of interest in participating in this “beta” pilot is available by contacting createdigital@plymouth.ac.uk or via https://intranet.plymouth.ac.uk/er/

Requesting a new “blogging” forum is available via:

Request new blog

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

 

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Technology & Information Services (TIS), Strategy & Architecture.

 

Related Services:  

Active Directory

Controlled Access

Core Services

Network Connectivity

 

Service Components:

Blogging with Plymouth

  

1.7. Connectivity, Servers and Storage

Service Category: Connectivity, Servers and Storage

Service

Service Description

Data Storage and Backup Services

 

We provide a large capacity storage array network to store digital data for Plymouth University servers it manages. We also provide daily backup of this data to allow restoration for up to six months.

Server Management Services

 

The provision and support of server management services including the proactive monitoring of availability and capacity. TIS will also manage the patching service and routine data capacity management & optimisation tasks to ensure that that the services are secure and performant.

 

Monitoring Services

 

The Monitoring platform has been developed to incorporate Enterprise wide monitoring of the University IT Services and Infrastructure.

Network Management Services

 

 A collection of activities to maintain an effective voice and data communication network which can be both wired and wireless mode technologies. These services provide the connectivity for services such as Internet, Intranet, database access, email and telephony.

 

Internet Connection Services

High speed wired and Wi-Fi services for accessing the internet and web based services and is available to all staff and students on University premises and Halls of Residence

.

1.7.1. Internet Connection Services

Internet Connection Services

 

Description:

High speed wired and Wi-Fi services for accessing the internet and web based services and is available to all staff and students on University premises and Halls of Residence.

 

Summary:   

Serving over 30,000 users, the University subscribes to the Janet network that provides UK research and education with a highly reliable and secure, world-class network, enabling national and international communication and collaboration

Wi-Fi access points

Wired sockets

Fully resilient infrastructure

99.97% availability

For further information use this link:

Mobile Internet Computing

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for Internet Services

 

For further information on support use the following hyperlink:

TIS Self help

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

IT Operations Manager

   

Related Services:  

Blogging Services

Mobile Application Services

Intranet Services

 

Service Components:

PU Website Service

 

1.7.2. Network Management Services

Network Management Services

 

Description:

A collection of activities to maintain an effective voice and data communication network which can be both wired and wireless mode technologies. These services provide the connectivity for services such as Internet, Intranet, database access, email and telephony.

 

Summary: 

We provide a number of services to efficiently manage a Computer and Telephony network of data and voice circuits, communication switches, routers and security firewalls to promote effective and secure communication within Plymouth University premises and with the outside world.

Key activities include:

System administration and configuration

Data traffic monitoring

System testing, patching and updating

Security management

Analysis, maintenance and optimisation

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:   itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to digital telephony and wired/wireless data network services

For further information on support use the following hyperlink:

TIS Self help

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

IT Operations Manager

 

Related Services:

Data Storage and Backup Services

Server Management Services

Monitoring Services


Service Components:

Network Security Services

PlymNet

Wired Network Services

Network Patching

Broadband Lines

 

1.7.3. Server Management Services


Server Management Services

 

Description:

The provision and support of server management services including the proactive monitoring of availability and capacity. We also manage the patching service and routine data capacity management & optimisation tasks to ensure that that the services are secure and performant.

 

Summary:

Most of these services will not be customer facing, although there will be options to request both database instances (Oracle & SQL), as well as virtual server instances depending on the requirement.

Virtual server instances can take the form of:

Windows Server (variations)

Linux (variations)

Database instances can take the form of:

SQL database (variations)

MySQL (variations)

Oracle database (variations)

In all cases, an initial conversation with TIS support desk will help determine the appropriate server/database instance/variation that meets your requirements.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:  itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

IT Operations Manager

 

Related Services:

Data Storage and Backup Services

Monitoring Services

Network Management Services

 

Service Components:

Patching ServiceVM Management

Routine Data Capacity Management and Optimisation

Oracle Database Service

MS SQL Service

 

1.7.4. Monitoring Services

Monitoring Services

 

Description:

The Monitoring platform has been developed to incorporate Enterprise wide monitoring of the University IT Services and Infrastructure.

 

Summary:

The monitoring platform measures the availability and capacity of the university servers, network devices, staff and student IT services. The platform allows TIS staff to be ‘first to know’ of any service disruption and to escalate issues to TIS specialists to resolve thereby minimising any delay and impact to the University business.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:  itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

IT Operations Manager

 

Related Services:

Server and Service Performance Monitoring

Network Performance Monitoring

 

Service Components:

Aurora 365 Infrastructure Monitoring

 

1.7.5. Data Storage and Backup Services

Data Storage and Backup Services

 

Description:

We provide a large capacity storage array network to store digital data for Plymouth University servers it manages. We also provide daily backup of this data to allow restoration for up to six months.

 

Summary: 

We provide an expandable large capacity digital data Storage Array Network (SAN). This is hosted within primary and secondary data centre locations at the Main Campus and Northern Campus. Data is ‘mirrored’ between the sites for preservation in the event of system failure at either end.

Server data is backed-up daily using a local and cloud-based solution and we keep six months of backups for data restoration.

Both storage and back-up systems are continually monitored to check and maintain healthy service.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via     itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For further information on support use the following hyperlink:

TIS Self help

 

*excluding Bank Holidays and other University occasional holiday dates.


 

Service Owner:

  IT Operations Manager 

 

Related Services:  

Data Storage and Backup Services

Server Management Services

Monitoring Services

Network Management Services

 

Service Components:

Data Backup Service

Data Centre Management

SAN and Storage Management Service

 

 

1.8. Audio-Visual and Media Management

Service Category: Audio-Visual, Media and Events Management

Service

Service Description

Video Conferencing Services

 

TIS provide Video Conferencing support in a number of specialist rooms across all Plymouth University sites.

Audio-Visual Services

 

 TIS Technical Services provide an Audio Visual Service for the University, Staff, Students and External Stakeholders.

Content Capture Services

 

 Technologies for the capture and recording of live video and audio content for archiving and sharing. Content Capture can be used for speeches, presentations, lectures, tutoring, interviews, meetings and more.

 

1.8.1. Content Capture Services

Content Capture Services

 

Description:

Technologies for the capture and recording of live video and audio content for archiving and sharing. Content Capture can be used for speeches, presentations, lectures, tutoring, interviews, meetings and more. Content capture can include visual and audio recording from displays in addition to live audio and video.

 

Summary: 

Plymouth University offer a Lecture Content Capture service using Panopto software and web-based archiving and video retrieval. This software is used in conjunction with updated audio-visual hardware in the lecture theatres to make recordings of lectures as videos. In future these videos will be made available to students on the Digital Learning Environment (DLE)

Guidance to staff on the use of Content Capture is provided on the University training site:

AV Refresh and Content Capture

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:      itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

 

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Solution Delivery   

 

Related Services: 

Video Conferencing Services

Audio-Visual Services

 

Service Components:

Panopto Lecture Capture

 

1.8.2. Audio-Visual Services

Audio-Visual Services

 

Description: 

TIS Technical Services provide an Audio Visual Service for the University, Staff, Students and External Stakeholders.

    

Summary: 

We support teaching spaces across the Plymouth University campus.  Providing additional equipment by request, technical advice, 2nd and 3rd line support investigating faults and repairing as necessary.

Advise, design and provide equipment and technical assistance for University organised events on and off campus.

Technical Services can provide a complete installation service, from consultation, design, quote, procurement to build, installation and maintenance.

    

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Technical Services Co-ordinator

 

Related Services:  

Video Conferencing

Content Capture

 

Service Components:

AV Monitoring

Lectern Provision

AV Bookings 

    

1.8.3. Video Conferencing

Video Conferencing

 

Description:

We provide Video Conferencing support in a number of specialist rooms across all Plymouth University sites.

 

Summary: 

Staff can request to use Video Conferencing facilities and this is co-ordinated and supported by Technical Services. There is one bookable, specialist room and other departmental rooms with Video Conferencing facilities on Plymouth Campus.

Information can be found via the following link:

Video Conferencing 

There is also a portable audio conference phone available by request.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*


We encourage staff and students to report issues and ask for services online via:  itselfservice.plymouth.ac.uk


Alternatively, support can be contacted on 01752 588588


Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.


For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.


*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Technical Services Co-ordinator

 

Related Services: 

Content Capture

Skype for Business

Audio Visual Services

 

Service Components:

Video Conferencing Booking Service

 

1.9. Accounts, Passwords and Computer Security

Service Category: Accounts, Passwords and Computer Security

Service

Service Description

Accounts & Password Services

 

Plymouth University Technology and Information services department has mature processes for handling computing account requests and closures along with modifying end user permissions to services and resources.

 

Data Storage Management Services

 

The provision of data management services in the form of file space, shared or personal area allocation.

Access Control Services

 

The access control services are a group of individual services which work together to provide and monitor appropriate levels of access to information and systems managed by TIS at Plymouth University.

 

Anti-Virus and Anti-Spyware Services

 

An Anti-Virus and Anti-Spyware service using a licensed application which is reviewed and updated every year to ensure industry standard protection. This application is provided for each leased University centrally managed computing device.

 

1.9.1. Anti-Virus and Anti-Spyware Services

Anti-Virus and Anti-Spyware Services

 

Description:

TIS provide an Anti-Virus and Anti-Spyware service using a licenced application which is reviewed and updated every year to ensure industry standard protection. This application is provided for each leased University centrally managed computing device.

 

 Summary: 

Service functions and applications

Kaspersky Endpoint Security comes with a number of service functions. Service functions are meant to keep the application up to date, expand its functionality, and assist the user with operating it.

  • Reports incidents found during the monitoring of applications running on computers
  • Data storage protection by quarantining of infected files
  • Notification service which informs the computer user of protection status
  • Security Network using collective gathering of intelligence from around the world
  • Licensed to provide anti-virus support and access to knowledge on known viruses

The TIS Systems team have responsibility for updating:

  • Databases that the application uses
  • Modules that the application uses
  • Licence update

 

 Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

   Head of Service Management

 

Related Services:  

  • Accounts & Password Services
  • Data Management Service
  • Access Control Services 

Service components:

Kaspersky Anti-Virus

 

1.9.2. Access Control Services

Access Control Services

 

Description:

The access control services are a group of authentication services which work together to provide and monitor appropriate levels of access to information and systems managed by TIS at Plymouth University

  

Summary: 

The Access Control Services are administered and predominantly used by TIS to define which groups or individuals have the privileges to access an IT system or parts within, they should appear seamless to the end users

The aim of the access control services is to provide a “Single Sign On” experience where only a single username and password are required to access all required university systems, and once signed in all appropriate applications are available.

For access to specific services or applications please consult the documentation provided for the application in question.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Operations Manager, TIS  

 

Related Services:  

Accounts & Password Services

Data Management Services

Anti-Virus and Anti-Spyware Services 

 

Service Components:

Active Directory

ADFS

Single Sign-on



   
1.9.3. Data Storage Management Services

Data Storage Management Services

 

Description:

The provision of data file storage management services in the form of file space, shared or personal area allocation.

 

Summary: 

Staff can request space to store files on either a shared or personal drive. Staff can also request an increase in space depending on circumstances.

TIS will also manage overall allocation and any quotas in place.

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to File Space, Shared or Personal Area Allocation Management (see Service Components below)

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

IT Operations Manager

IT Support Manager

 

Related Services:  

Accounts & Password Services

Access Control Services

Anti-Virus and Anti-Spyware Services

 

Service Components:

File Space, Shared or Personal Area Allocation Management

    

1.9.4. Accounts & Password Services

Accounts & Password Services

 

Description:

Plymouth University Technology and Information services department has mature processes for handling computing account requests and closures along with modifying end user permissions to services and resources.

 

Summary:

Technology and information services offers the ability to request for:

new computing accounts

closing accounts

modification of access rights

creation of temporary visitor accounts 

Each of the above is available via a service request pre-set in our IT service management tool with a customer agreed service level agreement applied.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues via contacting the Service Desk on 01752 588588 and selecting the requisite option.

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

Alternatively, our self-service option is available 24/7 365 to log your issue via:

itselfservice.plymouth.ac.uk

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to Single Sign-On and User Identity & Account Management Information (see Service Components below)

For further information on support use the following hyperlink:

IT Self help

 

Service Owner:

Technology & Information Services (TIS), Service Management teams

 

Related Services

Accounts and Password Services

Access Control Services

Anti-Virus and Anti-Spyware Services

 

Service Components:

FileSpace, Shared or Personal Area Allocation Management  

 

1.10. Advice, Support, Guidance and Training

Service Category: Advice, Support, Guidance and Training

 

Service

Description

 

TIS Service and Support Desk Services

Provision of an IT Service Desk, supporting routine business as usual IT as well as support for special events and out of hours support.

 

Reporting Services

 

 TIS provide a reporting service to both internal and external customers. This arrives via a Key Information Statistics service.

IT Training Services

 

Under the University title of 'Digital Skills Development Services' we offer a programme of IT courses and workshops, on-line materials and resources plus sessions which are tailored to the needs of staff. We deliver IT training with a team of Digital Skills Developers and Learning Technologists who work together in a team called Academic Support Technology and Innovation (ASTI).

 

1.10.1. IT Training Services

IT Training Services

 

Description:

Under the University name of 'Digital Skills Development Services' we offer a programme of IT courses and workshops, on-line materials and resources plus sessions which are tailored to the needs of staff. 

Academic Support Technology and Innovation (ASTI) are a team of Digital Skills Developers and Learning Technologists. We work together to deliver a programme of courses, workshops for staff that use university IT systems or use technology for teaching and learning purposes. We also provide online materials and resources to support bot staff and students.
A site wide licence is available for all university staff and students to use a comprehensive suite of online training videos provided by Lynda.com.
 

Summary: 

ASTI offer a number of  ways by which University staff may acquire IT training:

Staff Programme:

a range of sessions which support University initiatives and enhance teaching with technology.

Tailored Courses:

A choice from a range of topics or one designed to meet a request.

On-Line Training Videos

Use of Lynda.com on-line training library.

 

Further information for the above training options may be found using the following link:

Digital Skills Development

 

In addition both staff and students are welcome to use the IT Help available on the Digital Learning Environment (DLE)

DLE Link for IT Help

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via   itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to Lynda.com

 

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Academic Support, Technology & Innovation

 

Related Services:

TIS Service and Support Desk Services

Reporting Services

 

Service Components:

Lynda.com

Digital Learning Environment

 

1.10.2. Reporting Services

Reporting Services

 

Description:

TIS provide a reporting service to both internal and external customers. This arrives via a key information statistics service.

 

Summary: 

The aim and objective of service reporting is to ensure all agreed reports are produced accurately, timely and reliably.  It is to analyse and deliver service measurement information to stakeholders and decision makers in a form that enables action.

Reporting is enabled using a Corporate Information System Data Warehouse and supplies internal business intelligence as well as statutory returns to HESA and HEFCE.

Reporting is performed to allow statistical analysis showing trends and measuring performance. It enables reports for training, administration, reviews, metrics, student opinion, recruitment, attainments, summaries and forecasts

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:   itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Corporate Information Manager

 

Related Services:  

TIS Service and Support Desk Services

IT Training Services

 

Service Components:

Key Information Statistics Service

 

1.10.3. TIS Service and Support Desk Services

 

TIS Service and Support Desk Services

 

Description:

Provision of an  IT Service Desk, supporting routine business as usual IT as well as support for special events and out of hours support.

 

Summary:  

The Technology and Information Services (TIS) Service Desk, is your first point of contact for reporting any IT issues or to ask questions or raise requests related to IT Services.

Our dedicated staff have a broad knowledge and in many cases can deal directly with your issue or request, frequently resolving things at the time of contact. When this is not possible they will assign through to a specialist team.

The service desk adheres to the Information Technology Information Library (ITIL) version 3 best practice framework.

Part of this framework uses certain terminologies that TIS uses on a day to day basis, please find definitions of these terminologies below:

Incident

An unplanned interruption to service, or an unexpected degradation in service. An example of an incident could be a computer not starting up correctly, or Microsoft word not loading up. Incidents are categorised and prioritised according to business impact, using such factors as numbers of people affected, system criticality and deadlines.

Service Request

A service request is defined as a customer sourced request for service. Service requests are of a high volume, and low risk. TIS predefine all service requests as to provide our customers with a ‘menu’ of requests to pick from; these defined requests are then delivered within a set timeframe.

Examples of service requests are:

A request for a new PC

A request to move a computer

A request to access a shared area

A request for a new mobile phone

 

In addition IT support is provided for:

Major Incidents affecting critical IT services

Exams

Clearing

Events such as open days and applicant days

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:     itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Customer Service Centre Manager

 

Related Services:  

Reporting Services

IT Training Services

 

Service Components:

TIS Support Desk

Exam Support

Clearing Support

SFTP Secure File Transfer

SM Wiki

TIS Intranet

TIS Self-Help

IT Gateway Support

 

 

 

1.11. Business Software

Service Category: Separate Business and Specialist Software

 

Service

Description

 

HR Applications

 

Self-Service HR applications are available to enable both staff and managers to maintain information via a network browser relating to personal and team data, payroll, absence, leave booking and vacancies.

 

Financial Applications

 

 We support a range of financial software services to deliver the capability for University financial management requirements such as purchasing, reporting, insurance, taxation, income, accounting, billing, planning, forecasting, costing and payroll.

 

Student Administration Applications

 

 Student Administration Applications support the key business processes associated with the administration of students. This covers the lifecycle of students from enquiry to alumni.

Assessment Applications

 

 Provision of a managed suite of assessment applications to measure students learning, skills, knowledge and understanding throughout their University life.

 

Student Coursework Receipting Services

 

 Service by which faculties receive completed student module coursework assignments prior to submission deadlines, records time of receipt and which notifies the student of submissions receipt.

Timetabling and Room Booking Services

 

 Services to facilitate the scheduling and management of student events throughout the academic year. The output from this is made freely accessible to enhance the student experience.

Student Relationship Management Services

 

 Applications to enable effective management of the relationship between the University and the Student. These services act to gather information about student life and their achievements and interactions with the University. They act to provide information about the student experience and the opinion of the University environment.

Specialist Software Services

 

 Provision of specialist academic and business software to PCs across the University.
1.11.1. Specialist Software Services

Specialist Software Services

 

Description:

Provision of specialist academic and business software to PCs across the University.

 

Summary:

For centrally purchased software, the service provides procurement, distribution, renewal and maintenance of specialist software (usually academically focused).

For faculty purchased software the service provided covers distribution, management and basic support of the software, with specialist support either provided by the academic and/or technical staff within the faculty or via the vendor.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:    itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

http://tisselfhelp.plymouth.ac.uk/default.asp?SID=&Lang=1&id=1842&Lang=1&SID=

 

*excluding Bank Holidays and other University occasional holiday dates.

   

Service Owner:

Head of Service Management   

 

Related Services:  

Desktop and Laptop Services

Software Services

Open Access Computing

HR Applications

Financial Applications

Student Administration Applications

Assessment Applications

Student Coursework Receipting Services

Timetabling and Room Booking Services

Student Relationship Management Services

Service Components:

EDINA DigiMap

MATLAB

SolidWorks

DataStream

Buildings Access Control System (BACS)

First Steps

Lucidchart

QSR Nvivo

Xerte

TextHelp Read & Write Gold

Dynistics Active Dashboards

Diving and Sailing Records Service

EnergyWise

Teleform

Qualtrics (Online Survey Tool)

ISIS Sentry (Library Access)   

LADS

Hess Pro T

Minitab

University Wide Software Support

 

1.11.2. Student Relationship Management Services

Student Relationship Management Services

 

Description:

Applications to enable effective management of the relationship between the University and the Student. These services act to gather information about student life and their achievements and interactions with the University. They act to provide information about the student experience and the opinion of the University environment.

 

Summary: 

The principal Relationship Management Service is Salesforce CRM, a dedicated University wide application which is used to manage student information for the entire University inclusive of all students, faculties, schools and partner colleges. It encompasses student information from enrolment and initial records, through the student life and capture information about student enquiries.

The Higher Education Achievement Report (HEAR) provides information on student attainment, academic work and extra-curricular achievements. For more information:

The HEAR

Surveys are an invaluable means to gather information on student opinion and the University promotes the National Student Survey (NSS) and the Student Perception Questionnaire (SPQ). These are provided on an annual basis and the University releases statistics showing the relative year-by-year participation by its students. The following link provides more information:

The Student Voice

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

 

We encourage staff and students to report issues and ask for services online via:     itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to Salesforce CRM.

 

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Solution Delivery   

 

Related Services:  

Student Administration Applications

Assessment Applications

Student Coursework Receipting Services

Timetabling and Room Booking Services 

 

 

Service Components:

Higher Education Achievement Record (HEAR)

Salesforce CRM

Awards and Certificates Service

Titanium Schedule Counselling

Student Survey – NSS SPQ

 

1.11.3. Student Coursework Receipting Services

Student Coursework Receipting Services

 

Description:

Service by which faculties receive completed student module coursework assignments prior to submission deadlines, records time of receipt and which notifies the student of submissions receipt.

 

Summary: 

A system for the collection of manually handed-in coursework submissions by students to their faculty office. This system is electronic by means of a barcode scanning system which reads the student ID card identity and a barcode reference for the materials which are submitted. This system automatically reads the exact date and time of receipt and sends a confirmatory email to students.

Students may enquire further about this service from their Faculty office or module tutors.

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:     itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Service Management 

 

Related Services:

HR Applications

Financial Applications

Student Administration Applications

Assessment Applications

Student Coursework Receipting Services

Timetabling and Room Booking Services

Student Relationship Management Services

Specialist Software Services

 

Service Components:

CourseWork Receipting System (CWS)

Student Coursework Service

 

1.11.4. Financial Applications

Financial Applications

 

Description:

We support a range of financial software services are provided to support the University financial management processes.

 

Summary:   

We support a range of financial  software services to deliver the capability for University financial management requirements such as purchasing, reporting, insurance, taxation, income, accounting, billing, planning, forecasting, costing and payroll.

The principal service is Agresso which is shared across the University faculties and service departments for purchasing transactions and invoicing but there are numerous other services which support specific financial processes – see service components below for a listing.

For information relating to Agresso use the following link:

Agresso Accounting Information System

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via:    itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

We offer 24 hour support for disruption to Agresso

 

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Service Management

 

Related Services:  

HR Applications

Student Administration Applications

Assessment Applications

Student Coursework Receipting Services

Timetabling and Room Booking Services

Student Relationship Management Services

Specialist Software Services

 

Service Components:

Donor Strategy

Accounting Services

Online Fees - ePayments

Account Code Translater Service

eStore Service

WebAgresso

Payroll Services

 

1.11.5. Timetabling and Room Booking Services

Timetabling and Room Booking Services

 

Description:

Services to facilitate the scheduling and management of student events throughout the academic year. The output from this is made freely accessible to enhance the student experience.

 

Summary: 

For Staff:

For University academic, technical and administrative staff this service enables the submission of Module Delivery Sheets and advanced room booking requests. Each school will submit requests to a timetabling unit for the annual scheduling of the student calendar for events such as classes, seminars, lectures and exams. The room booking system covers all rooms including laboratories, studios and field based locations for eventual inclusion for the online student timetable.

For further information:

Timetabling and Room Booking

A staff room online booking service is available for non-teaching activities.

Web Room Bookings

Library study room booking is also available with room space options for 1,2, 4, 8 or 12 persons.

Library Study Room Booking

For Students:

There is access a full academic year schedule via web browser or mobile device using ‘MyTimetable’. This application shows all activities associated with enrolled modules.

The following link to the University website relevant details

Timetables

Exam Timetables


Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*
We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk
Alternatively, support can be contacted on 01752 588588
Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.


For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.


We offer 24 hour support for disruption to the Timetabling and Room Booking Services

For further information on support use the following hyperlink:

TIS Self-Help


*excluding Bank Holidays and other University occasional holiday dates

 

Service Owner:

IT Support Manager

 

Related Services:  

HR Applications

Financial Applications

Student Administration Services

Assessment Applications

Student Coursework Receipting Services

Student Relationship Services

Specialist Software Services

 

Service Components:

Timetabling Service

Module Delivery Sheets (MDS)

Syllabus Plus

Room Booking Service

 

1.11.6. Assessment Applications

Assessment Applications

 

Description:

Provision of a managed suite of assessment applications to measure students learning, skills, knowledge and understanding throughout their University life.

  

Summary: 

Assessment applications are a set of tools available for the assessment of both staff and students, where the user has the ability to check, assess, collate or submit depending on the tool applied. They can be used both offline and online allowing the user to utilise the tools from any location.   

For more information use the following links:

Turnitin

Question Mark Perception Blog

Statement of Results

PSDM ADB

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to Question Mark Perception (QMP) - see Service Components below.

For further information on support use the following hyperlink:

IT Self Help Article for QMP

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Service Management

 

Related Services:  

HR Applications

Financial Applications

Student Administration Applications

Assessment Applications

Student Coursework Receipting Services

Timetabling and Room Booking Services

Student Relationship Management Services

Specialist Software Services

 

Service Components:

Turnitin

e-Assessment

Assessment Database Service (ADB)

Question Mark Perception (QMP)

MarkBook

Extenuating Circumstances (ECS)

Statement of Results

 

1.11.7. Student Administration Applications

Student Administration Applications

 

Description:

Student Administration Applications support the key business processes associated with the administration of students. This covers the lifecycle of students from enquiry to alumni.

 

Summary: 

Student Administration Applications are used by administrative staff, academic staff and students to support efficient administrative processes that assist both students and staff in relation to student records and information. 

What do we do:

  • Design, development and ongoing support of bespoke applications
  • Implementation and support of third-party applications
  • Monitoring, maintenance and enhancement of the application portfolio
  • Project management and implementation of projects relating to this service
  • Identification of opportunities for IT solutions to streamline business processes
  • Provision of consultation to staff in administrative and service departments to analyse requirements and advise on technical solutions
  • Development and support of required interfaces, including those providing management information and reports
  • Security, user rights management and compliance with information-related legislation
  • Compliance with requirements of external bodies: UCAS, GTTR and HESA
  • Diagnosis and resolution of incidents relating to this service

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff and students to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

For students we also offer a 24 hour Library based walk-in and telephone support desk for IT enquiries. These may resolved at point of contact or logged for resolution during the working week.

We offer 24 hour support for disruption to Online Enrolment (OLE), Unit-E and the Accomodation Services (see Service Components below).

For further information on support use the following hyperlink:

IT Self-Help

*excluding Bank Holidays and other University occasional holiday dates.

 

Service Owner:

Head of Service Management

 

Related Services:  

HR Applications

Financial Applications

Student Administration Applications

Assessment Applications

Student Coursework Receipting Services

Timetabling and Room Booking Services

Student Relationship Management Services

Specialist Software Services

 

Service Components:

Accommodation Services

Admissions Events Online (AEO)

Online Enrolment (OLE)

Student Placements

ARC POPPI and POW

UNIT-e (Student Records)

Research Students Tracking Service

S3 Attendance Monitoring

PGR eLog

Award Certificate (AWS)

e@pplicant 

 

1.11.8. HR Applications

HR Applications

 

Description:

Self-Service HR applications are available to enable both staff and managers to maintain information via a network browser relating to personal and team data, payroll, absence, leave booking and vacancies.

 

Summary:  

Midland Trent is a human resources management software package and includes the following

Manager Self Service is provided via the web-based ITrent HR system and allows managers access to relevant personal and employment/contractual information for the employees who report to them. Managers can also consider holiday/TOIL requests, authorise overtime/additional hours and manage sickness absence. Manager Self Service is is accessed via:

iTRENT

Employee Self Service is available to all staff and is an efficient way of checking and updating your personal information and streamlining important processes such as, booking holiday, learning events/courses, viewing payslips and absence details as well as submitting claims for additional hours/overtime. Employee Self-service is accessed via:

HR Service

Web Recruitment is the service enabling staff/students and external people to view, current vacancies and apply. Web Recruitment is available to access via the following link below:

Web Recruitment

 

Support:

Experienced IT staff are available as your first point of contact for support and advice on all things relating to supported IT services Monday to Friday 0800 hours to 1800 hours*

We encourage staff to report issues and ask for services online via: itselfservice.plymouth.ac.uk

Alternatively, support can be contacted on 01752 588588

Outside these hours, telephone calls are transferred to a TIS out-of-hours support team who can offer assistance for common IT issues or record and escalate more complex queries for attention during core office hours.

We offer 24 hour support for disruption to iTrent (see Service Components below)

For further information on support use the following hyperlink:

IT Self Help

 

*excluding Bank Holidays and other University occasional holiday dates.

Service Owner:

HR Operations and Systems Support Manager

 

Related Services:  

Financial Applications

Student Administration Applications

Assessment Applications

Student Coursework Receipting Services

Timetabling and Room Booking Services

Student Relationship Management Services

Specialist Software Services

 

Service Components:

iTrent

Employee Self-Service (ESS)

Management Self-Service (MSS)

Staff Profile PPP

WorkRite (DSE Assessment)

Health and Safety e-Learning

Web Recruitment

Occupational Health Appointments Service

International Students

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