The ISD Service Catalogue lists all services delivered by Information Services to the University community. Services are categorised into various types, and the catalogue gives further information including a service description, web link and the name of the overall service owner.

• ISD Service Catalogue (PDF - 43KB)

The information is in tabular form, with each service listed on a separate row:

• Type column identifies the broad area of Information Services activity that this service falls into.
• Description gives a short description of the service. More information including support arrangements can be found by following the ‘Web link’.
• Delivery indicates the way in which the service is provided: generally as a continuous service that users can access when the need arises, one that requires a request to be made (such as the provision of advice or guidance, or the installation of specialist software), or following a schedule of events (such as a training course).
• Service owner identifies the person or role in the University who has the primary responsibility for the service, including its design, objectives and progression.  The service owner is the primary point of contact for the service, and has final responsibility for decision-making or escalation of decisions.
• Service administrator is the lead person in Information Services when the Service owner is outside the Division, or when the Service owner is also a person in Information Services. Amongst their responsibilities are:
  • Monitor service performance against Service Level Description and service Key Performance Indicators.
  • Provide management information for the Service owner to present to user forums and committees.
  • Maintain an awareness of University and external vendor changes, market and service trends to provide advice to the System owner. (This role is not listed here, but is responsible for the technical solution that delivers the service.) 
  • Maintain strong working relationships with key customer groups and other HEI’s and feed this information into the service roadmap.
• Recovery Time Objective (RTO) is the target number of hours or days required to return a service to effective operation following an unplanned break in service. Recovery Time Objective hours are based on hours within business days.
• Recovery Point Objective (RPO) describes the age of the data that can be restored following an unplanned break in service. For example, if the RPO is 8 hours, the service should be restored to the state it was in no more than 8 hours before the break.
• Out of hours indicates whether there are formal support arrangements in place for the service outside normal office hours.