Service Catalogue
University Funded Services - Details
The Core, Generic Service
Apple Mac Support
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service provides antivirus protection, and Active Directory integration and support with access to certain University services for Macintosh users on campus (such as charged printing queues, individual file storage access, and software licensing). This service is limited to academic staff for bona fide specialist teaching and research purposes only, plus support services in Design and Media where the Mac is the appropriate professional tool.
Hours of service
8:30 a.m. to 5:00 p.m. Monday to Thursday and 8:30 a.m. to 4:30 p.m. Fridays (excluding when the University is closed).
Who is entitled to use this University-funded service
Academic staff and Design & Media staff within Design Services.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
The service is provided via information on the IT Services web-site (see below) and via the IT Service Desk.
What training & documentation are available to help?
FAQ
Macintosh-related FAQs are generally answered under the service to which they apply.
File storage
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service provides file storage.
Staff are provided with home drives (including individual web space), departmental, and group file storage. Staff are provided with 2 GBytes by default, upgradeable to 3 GBytes on demand. Further upgrades need justification. Staff group file space is set up as appropriate.
Students are provided with 250mb home drives and access to group file storage as appropriate. Further upgrades need support of the Student's Tutor or Head of Department.
Who is entitled to use this University-funded service?
Staff and students.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
The service is available as part of the PC Model for Staff (was called Staff Desktop Service). Access can also be obtained by following the instructions on the web site.
What training & documentation are available to help?
Internet
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service gives access to the Internet. Other than a small number of selected ports, e.g. SMTP, access to the Internet is unrestricted outgoing. All incoming ports are blocked by default by the University firewalls. Incoming firewall holes for servers can be requested through IT Services (https://register.lboro.ac.uk).
Hours of service
24/7, other than for JANET At-Risk period (Tuesday 7:00 a.m. – 9:00 a.m.), planned maintenance or unforeseen incidents.
Who is entitled to use this University-funded service?
Staff and Students.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
All network-connected computers at the University will have access to the Internet. The only requirement is that the user must authenticate and agree to the University's Acceptable Use Policy.
What training & documentation are available to help?
N/A.
Intranet
Year of service & date of last review
2010 - 2011 (01/03/10).
Description of service
This service gives the capability of publishing documents available from a web browser to members of the University. Users can choose to make documents available to different groups depending upon which folder they publish to. Staff and students have read access to documents to which they have been given access.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Staff and research students.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Go to the University Intranet for further details.
What training & documentation are available to help?
See Intranet Help.
Mobile Computing (smart phones)
Year of service & date of last review
2011-2012 (01/09/11).
Description of service
This service provides information via the university web pages to set up supported smart phones for the following functionality: Bluetooth; 3G; basic Wi-Fi; secure Wi-Fi; e-mail; calendar; tether to PC for Internet connection.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
The service is available to staff and research post-graduates and to external organisations based on campus.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
If the user's academic department or support service pays for the Desktop Support service (see Desktop Support in Charged Services), assistance with set-up may be provided by IT Services on a "best endeavours" basis. If not, assistance with set-up should be sought from local IT staff.
How to obtain access to the service & start using it
See our Mobile Computing web pages.
What training & documentation are available to help?
As above.
F.A.Q.
Off-campus Working (Virtual Private Network)
Year of service & date of last review
2011 - 2012 (01/09/11)
Description of service
This service gives users off-campus access to resources which are typically only accessible on-campus. Resources include: Agresso, library journals, license-managed software, MetaLib, central file store space, departmental servers, and others.
Hours of service
24/7, other than for JANET At-Risk period (Tuesday 7:00 a.m. – 9:00 a.m.), planned maintenance or unforeseen incidents.
Who is entitled to use this University-funded service?
Staff, Research Postgraduates, and Students.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Laptops on the Staff PC Model Service (XP Staff Desktop and Windows 7 Services) already have the remote working client installed and simply have to select "Cisco Anyconnect VPN Client" from the Start Menu. All other XP Staff Desktop and Windows 7 users can install the client from the Optional Applications list in the usual way. Other users can Install the AnyConnect Client. Any member of the University when off-campus can enter the following URL into their web browser and enter their University credentials to enter the Remote Working portal: https://vpn.lboro.ac.uk/.
What training & documentation are available to help?
F.A.Q.
PC Model (staff) [was Staff Desktop]
Year of service & date of last review
2011-2012 (01/09/11).
Description of service
This service gives users access to personal productivity tools and corporate information systems on desktop and notebook computers. Updates to the operating system and supported applications are installed by a central system, relieving users of this responsibility and ensuring that the security of the computer is maintained.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Staff and research postgraduates.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
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Contact local IT staff directly or, if local IT Staff are on leave, the IT Service Desk.
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A suitably trained member of IT staff (local or ITS) will then attend and install the service, provided the desktop or notebook on which it is to be installed is on a list of supported hardware.
What training & documentation are available to help?
Please note that we are currently in transition between a Windows XP service and a Windows 7 version of the service.
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See our Windows 7 Service web pages.
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See our Staff Desktop XP Service web pages.
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Courses are run jointly with Staff Development on various elements of the service, e.g., office applications such as PowerPoint.
F.A.Q.
Please note that we are currently in transition between a Windows XP service and a Windows 7 version of the service.
Additional Information
This catalogue entry describes the University-funded PC Model for Staff (was Staff Desktop) service which is provided free to academic departments and support services with their own IT staff. Where academic departments or support services require IT support, this can be provided via the Desktop Support service, a charged service.
Service Desk
Year of service & date of last review
2011-2012 (01/09/11).
Description of service
A single point of contact for all IT Services' customers / users providing:
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Incident / Service Request logging (via telephone or e-mail);
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initial diagnostics and resolution;
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operational escalation to support teams;
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end-to-end ownership of all calls.
Hours of service
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
Who is entitled to use this University-funded service?
All staff and students.
External organisations based on campus, providing they have entered into a support agreement with IT Services.
How to obtain access to the service & start using it
Tel: 222333 or e-mail IT.Services@lboro.ac.uk.
What training & documentation are available to help?
FAQ
Staff E-mail and Groupware
Year of service & date of last review
2011 - 2012 (01/09/10).
Description of service
This service provides e-mail and groupware facilities for users. 1GB of e-mail storage is provided along with calendar, contact, and task facilities which can be used for group-working.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Staff and research postgraduates.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
The service is available as part of the Staff Desktop service. See Staff Desktop service description. Outlook 2011 configuration, and Stand-alone Outlook 2007 configuration are also available and other e-mail clients are supported.
What training & documentation are available to help?
See E-mail Web Pages.
F.A.Q.
Specialist Software
Year of service & date of last review
2010 – 2011 (01/03/10).
Description of service
This service provides specialist software applications, and tests new versions of these, before releasing them to users. Some of the applications can be delivered directly to desktops, whilst others must be provided on storage media via internal mail. Where a cost is incurred, the service will process the financial transaction and re-charge the end user.
Hours of service
In the case of applications which can be delivered directly to the desktop, the service is available 24/7 via the user's PC (see Optional Applications under the University IT Services icon). Other aspects of the service are 8:30 a.m. to 5:00 p.m. Monday to Friday (excluding when the University is closed).
Who is entitled to use this University-funded service?
This service is available to all staff and students, but not all applications are available to all (there are many caveats with regard to the licensing of software).
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
What training & documentation are available to help?
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Staff Specialist Software information is available.
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Student Specialist Software information is available.
Additional Information
Many software applications used by staff and third-party labs are not covered by this service. Please speak to your local IT staff for applications local to your department.
Training
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
Face-to-face training in, and self-teaching material on, common software applications.
Hours of service
For face-to-face training, as scheduled.
For self-teaching material, 24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Face-to-face training is for staff and research students.
For self-teaching material, all users of University-managed IT services (though some information is password-restricted to registered users of University-managed IT services).
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Face-to-face training sessions are scheduled with Staff Development and may be booked via their web-site. See Staff Development.
For self-teaching material on Office 2010 see http://office2010.lboro.ac.uk. For self-teaching material on Office 2007 see http://office2007.lboro.ac.uk.
What training & documentation are available to help?
See Staff Development IT Courses.
Additional Information
Specific tailored courses may be developed in particular circumstances. Please contact the Communications and Training team via the IT Service Desk.
Visiting academic network access (eduroam)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service provides users from eduroam-enabled institutions with secure access to the Internet when visiting other eduroam-enabled institutions. Loughborough University is fully enabled for visitors, and for University members visiting other sites. eduroam (EDUcation ROAMing) is a world-wide community whose aim is to "open your laptop and be online".
Who is entitled to use this University-funded service?
Staff, students and visitors.
Hours of service
24/7, other than for JANET At-Risk period (Tuesday 7:00 a.m. – 9:00 a.m.), planned maintenance or unforeseen incidents.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Users of the Staff Desktop service will already have their laptop enabled for the service and only have to turn the laptop on. Other users of the service should consult the web pages below for details on how to connect their specific computer or mobile device.
What training & documentation are available to help?
See our Eduroam web pages for visiting other HEIs.
F.A.Q.
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Where is eduroam available?
See Visiting Other HEIs.
Web Hosting
Year of service & date of last review
2011 - 2012 (15/05/12).
Description of service
This service provides users with the ability to provide web content outside of the University corporate website using their own domain names or names within the University's domain. It is a self-contained, self-service platform for hosting bespoke web content and applications which are provided, administered and managed by the user.
Hours of service
24/7, other than for JANET At-Risk period (Tuesday 7:00 a.m. – 9:00 a.m.), planned maintenance or unforeseen incidents.
Who is entitled to use this University-funded service?
Staff ans students.
Help & support (including hours)
Support for the hosting platform should be made via the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
Support for user content is not normally available; IT Services reserve the right to charge for time spent on site-specific support.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Go to the Web Hosting website for further details.
What training & documentation are available to help?
Help for the hosting platform is inline in the system's control panel.
Wireless (Wi-Fi)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service gives users wireless access to network resources via devices with suitable wireless adapters.
Hours of service
24/7, other than for JANET At-Risk period (Tuesday 7:00 a.m. – 9:00 a.m.), planned maintenance or unforeseen incidents.
Who is entitled to use this University-funded service?
Staff, students, and visitors from other eduroam member institutions.
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Users of the Staff Desktop service will already have their laptop enabled for the service and only have to turn the laptop on. Other users of the service should consult the web pages below for details on how to connect their specific computer.
What training & documentation are available to help?
See our Wireless web pages.
F.A.Q.
See our Wireless FAQ.
The Research Support Service
High-Performance Computing
Year of service & date of last review
2011 - 2012 (01/07/11)
Description of service
This service provides high-performance computing (HPC) facilities and support to academic and research staff in departments where this function is relevant.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Academic and research staff and research students. Applications to use the service must be supported by a relevant supervisor or senior member of staff and are then reviewed by the HPC Stakeholder Group.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Apply for time via the HPC application form.
What training & documentation are available to help?
See our HPC web pages and our HPC Guide.
Personal Research Plan (PRP)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for the Research Office, Academics, and Departmental Administrators:
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A web application which enables academics to complete their yearly Personal Research Plan (PRP) on-line and produce a pdf report, formatted for presentation to their Head of Department / Residential Provision and Management Sub-Committee (RPMC). The PRP is pre-populated with the academic's publication and research students details, other information, for example funding, planned publications and esteem, are entered manually by the academic.
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A web application for department / school administrators to view, print, and save Personal Research Plans for members of their department / school as a pdf document.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
This service is available to all Academic staff, staff in the Research Office, and Department Administrators.
Help & support (including hours)
Users should contact:
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The Department Administrator for issues of data accuracy (e.g. missing or incorrect records) with relation to publications or research students.
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The Research Office for advice on PRP (for example, for advice on which category a submitted publication should be entered under or which activities should be included in the Esteem section).
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The IT Service Desk to report technical problems.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
The Research Office can be e-mailed at Researchpolicy@lboro.ac.uk.
How to obtain access to the service & start using it
Heads of Department or the Research Office need to authorise requests to use the PRP facility, via the IT Service Desk.
What training & documentation are available to help?
General guidance and help is available from the Help link on the PRP Home page. In addition, field specific help is available as clickable links within the application next to the relevant field.
Additional Information
A new Publications Management system (known as LUPIN) will be implemented during 2011 / 2012 which will necessitate changes to the PRP application to ensure it picks the publication records from the new system. Additional enhancements have been requested by the Research Office to the PRP facility, some of which will also be developed in 2011 / 2012.
Research Project Costing (RACE-2)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for the Research Office, the University's corporate system for managing costings associated with research grants and projects (RACE-2 from STCS). The system provides full economic costing, using the TRAC methodology.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
This service is available to staff in the Research Office.
The system facilities are used by all research-active, academic members of staff, as well as staff in the Research Office.
Help & support (including hours)
Academic members of staff using the resulting system facilities should contact the Research Office for advice and support.
Staff in the Research Office should contact the IT Service Desk for technical support.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the Research Office.
What training & documentation are available to help?
See Research Office information.
The Research Office can provide training in the system, and the system itself provides some online help.
Research Publications Catalogue (Publications Database)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for the Research Office:
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a corporate catalogue of research publications (categories include books, journal articles, artifacts, exhibitions and conference papers);
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reports listing publications by different criteria (e.g., author list by department and publication counts by category and department).
Information stored in the catalogue informs research assessment activities and is often used to populate academics' home pages
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
This service is available to the Research Office.
The catalogue and reports are used by data administrators, Research Coordinators, Heads of Departments and academics.
Help & support (including hours)
Research Coordinators, Heads of Department and academics should contact:
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the appropriate data administrator for issues of data accuracy and missing publications;
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the Research Office for advice on publications (for example, for advice on which category an output should be entered under).
Staff in the Research Office should contact the IT Service Desk to report technical problems.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Heads of Department need to authorise requests to use the catalogue and reports, via the IT Service Desk.
What training & documentation are available to help?
A simple user guide for data administrators maintaining the catalogue is available within the Help section of the in-house Corporate Information System via which the catalogue is accessed from IT Services' web site.
F.A.Q.
Additional Information
The in-house Research Publications Catalogue will be superseded by a bought-in Publications Management system (LUPIN) in 2011 - 2012.
The Education / Student Experience Service
Central Timetabling
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for Facilities Management, the University's central timetabling system CMIS from supplier Serco Learning. The system provides functionality for timetabling pool and locally-managed rooms, and for examination scheduling.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service
This service is used by staff in FM, academic departments and Academic Registry. The timetables produced are available to staff and students.
Help & support (including hours)
Users of the system should contact:
The Timetabling Manager in FM for advice on timetabling and room booking:
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
To request access to this service, contact the Timetabling Manager in FM who will arrange for the necessary access and training to be made available.
What training & documentation are available to help?
Contact the Timetabling Manager in FM who will arrange for the necessary access and training to be made available.
FAQ
Not applicable.
Computer-Assisted Assessment (Perception)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for the Teaching Centre, the computer-assisted assessment system, Perception. Enabling rapid delivery of results to students and supporting reflective learning, the web-based assessment system is ideal for formative assessment, especially where the assessed content is relatively long-lived and there are large numbers of students.
Hours of service
8:30 a.m. to 5:00 p.m. Monday to Friday (excluding when the University is closed). The system is "at risk" from 8:00 - 9:00 a.m. each day for planned maintenance.
Test taking and scheduling of tests is embedded within Learn, therefore this service is also reliant on the availability of Learn. Please refer to the Learn VLE Service Description for hours of availability.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
Who is entitled to use this University-funded service
Staff and students of the University.
How to obtain access to the service & start using it
Test taking, scheduling, and reporting of tests are all carried out via Learn at http://learn.lboro.ac.uk/.
Authoring of tests is via a client application, Authoring Manager, but staff must attend a training session before being able to access the relevant software on their computer.
What training & documentation are available to help
Compulsory training courses for staff are run in association with Staff Development.
Staff Help is available.
Student Help is available.
FAQ
E-Learning (Virtual Learning Environment; LEARN)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for the Teaching Centre, the open-source-based e-learning facilities within LEARN, the University's Virtual Learning Environment (VLE).
The VLE provides students with access to learning resources for their modules and programmes, as well as access to other related learning material. Academic (and related staff) are the main creators of these resources.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
Who is entitled to use this University-funded service
Staff and students of the University.
How to obtain access to the service & start using it
Please visit Learn at http://learn.lboro.ac.uk/.
Staff and students are assigned to modules and programmes automatically through the LUSI system.
What training & documentation are available to help
Training courses are run in association with Staff Development.
Learn Help is available.
FAQ
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Staff F.A.Q. is available.
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Student F.A.Q. is available.
Induction for taught course students
Year of service & date of last review
2011-2012 (01/09/11).
Description of service
This service provides induction courses for taught-course students, introducing them to the key services provided by IT Services, including the Service Desk, PC Clinic, web-based information and HallNet, as well as to the IT Acceptable Use Policy.
Hours of service
As requested and agreed.
Who is entitled to use this University-funded service?
Those organising taught-course, student, induction programmes (usually academic departments, or the Student Support Centre for international students).
Help & support (including hours)
Not applicable.
How to obtain access to the service & start using it
Those requiring this service should contact the IT Service Desk who will pass on the request to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
What training & documentation are available to help?
Not applicable.
Additional Information
Standard induction sessions are usually arranged in partnership with the University Library.
Labs (owned by IT Services)
Year of service & date of last review
2011 - 2012 (01/09/11)
Description of service
This service provides labs for staff for teaching purposes and for students for studying purposes. The labs give access to licensed applications, the Internet, the Intranet and student webmail. Updates to the operating system and supported applications are installed by a central system, relieving the users of this responsibility and ensuring the security of the computer is maintained.
Hours of service
All PC labs are open 24/7, except BE0.25 which is open 8:00 a.m. - 6:00 p.m.
All labs close over the Christmas closure period.
Who is entitled to use this University-funded service?
Staff and students.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Access:
Contact IT Services via the Service Desk.
What training & documentation are available to help?
For students, see Students' Labs web pages.
For staff, see Lecturers' Labs web pages.
FAQ
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For non-IT Service labs, see Labs Contact Details.
Labs Booking for Exams
Year of service & date of last review
2012 (01/03/12).
Description of service
This service provides the configuration and support of an IT Services managed PC or iMac lab to meet the requirements for exam conditions. Such a lab allows the Student Exams Office to provide a facility for students who require IT to complete their examinations.
Hours of service
During University exam periods only. Approximately 8:00 a.m. to 7:00 p.m. Monday to Friday subject to start time and length of exam papers being sat in the lab. The lab being used for exams is closed to non-exam users at all other times during the exam period.
Who is entitled to use this University-funded service?
Student Exams Office staff, invigilators, and students identified as having IT requirements for exams, as nominated by the Student Exams Office.
Help & support (including hours)
Nominated ITS technical staff 'on-call' during hours of exams, typically between 8:00 a.m. and 7:00 p.m. Monday to Friday, subject to timing of examination sessions.
Contact can also be made via the Service Desk should the on-call staff not be available, or for non-urgent issues.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
Appropriate IT Services staff will also be on hand whilst the lab is being prepared for examination use prior to the exam period, and whilst the lab is being reverted back to normal use immediately after the exam period.
How to obtain access to the service & start using it
Please contact the IT Service Desk via e-mail (IT.Services@lboro.ac.uk) requesting a lab for use for examinations (including start and end dates) at least one month before the start of the exam period.
Please also ensure the desired room has been booked for exams via rooms@lboro.ac.uk for the following dates:
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The working afternoon immediately prior to the start of the exam period (for preparation of the room).
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The entire exam period (including overnight and weekends, as the room will be locked).
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The working day immediately after the exam period (to allow ITS staff to restore the room for normal use).
We recommend that the room booking request is made as soon as possible to ensure it is available.
Additional inforation
For general Labs information, please see the Students' Labs web pages or Lecturers' Labs web pages.
Labs Model
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service provides a PC Labs model for academic departments to use within their own labs. The model gives access to licensed applications, the Internet, the intranet, and student webmail. Updates to the operating system and supported applications are installed by a central system, relieving local staff of this responsibility and ensuring the security of the computer is maintained. The service is provided as an image file to download and customise by departments.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
The image is updated annually on May 31 but urgent security updates are deployed throughout the year.
Who is entitled to use this University-funded service?
Departmental IT staff.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact IT Services via the Service Desk.
Lecture Capture (ReVIEW)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, in conjunction with the Teaching Centre and Facilities Management, the automated recording of lectures in pool rooms across campus. Captured lectures are made available to students via Learn.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Help & support (including hours)
Users should contact the ReVIEW team, e-mail ReVIEW@lboro.ac.uk
The ReVIEW team are available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed).
Who is entitled to use this University-funded service
Staff and students of the University.
How to obtain access to the service & start using it
Please visit the ReVIEW pages on the E-Learning blog.
What training & documentation are available to help
Training courses for staff are run in association with Staff Development.
Help is available via the ReVIEW pages on the E-Learning blog.
FAQ
Please visit the FAQ via the ReVIEW pages on the E-Learning blog.
Network Access from Halls of Residence (HallNet)
Year of service & date of last review
2011-2012 (01/09/11)
Description of service
This service provides students, hall-wardens and sub-wardens access to the University network from hall of residence study bedrooms, using their own computers. A range of services are available, including the Internet and University-managed file storage.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Students living in halls.
Wardens and sub-wardens living in halls.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
Users can also contact the PC Clinic (see below) on the ground floor of the Haslegrave building for free hardware and software support.
How to obtain access to the service & start using it
What training & documentation are available to help?
See HallNet web site.
A printed instruction leaflet (HallNet Getting Started) is available from the PC Clinic (See service description for PC Clinic)
FAQ
PC Clinic
Year of service & date of last review
2011 - 2012 (01/03/11).
Description of service
This free drop-in clinic service offers support for:
- Hallnet or wireless connections;
- configuration of Loughborough University network printers;
- configuration of network filestore;
- installation of Loughborough University licensed software (including McAfee antivirus, SPSS and Maple);
- personally-owned computers.
Hours of service
10:00 a.m. to 5:30 p.m. Monday to Friday during term-time.
11:30 p.m. to 2:30 p.m. on working-days during the rest of the year.
Who is entitled to use this University-funded service?
Mainly students but also staff for personally owned computers.
How to obtain access to the service & start using it
Please visit the ground floor of the Haslegrave Building during opening hours.
Contact can also be made via the Service Desk:
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
What training & documentation are available to help?
FAQ
Additional Information
This service functions in close collaboration with the IT Pit Stop (see PC / Laptop Support in Charged Services).
Printing and Copying
Year of service & date of last review
2010 - 2011 (01/03/10).
Description of service
This service provides charged printing and copying.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Students who have purchased credits
Help & support (including hours)
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
For students a description of the service and how to use it is on the student printing web pages.
Print credits can be purchased online at https://printpayments.lboro.ac.uk/safecom/.
What training & documentation are available to help?
For students, information is available at the printers / copiers and also online on the student printing web pages.
Student Accommodation Management (Kx)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for imago:
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the University's student accommodation management system (Kx from Kinetic Solutions);
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the necessary interfaces between that system and the University's student administration facilities within LUSI and the University's financial management system, Agresso.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
The service is used by staff in the Student Accommodation Centre.
The system facilities are used by staff in that Centre, by hall wardens and by prospective and current students applying for rooms and for hall induction purposes.
Help & support (including hours)
Hall wardens and students should contact the Student Accommodation Centre for help and support.
Staff in the Student Accommodation Centre should contact the IT Service Desk for technical assistance.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
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for staff access is managed by the Student Accommodation Centre;
access to the web facility for prospective and current students is provided automatically depending on student status (the link to the facility being sent to appropriate prospective and current students by the Student Accommodation Centre by e-mail when appropriate).
What training & documentation are available to help?
Training and documentation for staff is available from the Student Accommodation Centre. The web facility contains clear instructions and help.
FAQ
Student Accommodation Centre web pages.
Student Administration (LUSI)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for Academic Registry, the in-house-developed student administration facilities within LUSI, the University's student information system. The system includes functionality to manage programmes and modules, and students from admissions, through registration, progression and graduation. Reporting facilities are provided, as well as various extracts and database views for integration with other University systems.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
The full development / support service is available to Academic Registry.
A technical support service is available to staff who use LUSI.
System facilities are available to staff who need access to student information.
Self-service facilities are available to students.
Help & support (including hours)
Staff using the system should contact:
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the appropriate section of Academic Registry
for advice on student administration procedures or data issues;
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The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
for issues relating to the running of the system.
How to obtain access to the service & start using it
Some facilities within the service are available to all. To use the service, click on the CIS shortcut on the University IT Services' window on the Staff Desktop, and find the appropriate facility within CISLite.
Some of the facilities are restricted to certain users. To obtain access to these facilities, complete and submit the Request Access to LUSI form.
To use the service once access has been granted, click on the CIS shortcut on the University IT Services window on the Staff Desktop. Then click on "Sign on" and enter your usual username and password.
Student self-service facilities are available from my.lboro.
What training & documentation are available to help?
Student E-mail and Groupware
Year of service & date of last review
2010 - 2011 (01/03/10)
Description of service
This service provides students with access to:
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University e-mail through the Google Mail system;
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Google Docs;
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other collaborative working tools;
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a directory of student e-mail addresses (together with staff e-mail addresses) is available and Advanced Search is available.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Students
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Students are automatically registered. Just go to http://start.student.lboro.ac.uk/.
What training & documentation are available to help?
FAQ
Test design and analysis using Optical Mark Recognition (OMR)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service provides an e-assessment tool to enable academic staff to set tests for students which can then be marked using an optical mark reader and associated software. The service is well suited to large cohorts of students, and provides pedagogic guidance as well as a wide range of results reporting.
The OMR service also provides questionnaire design, scanning, and analysis for research and management purposes.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Academic staff and students of the University.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Contact the IT Service Desk.
What training & documentation are available to help?
Training courses for staff are run in association with Staff Development..
One-to-one training is also available on request.
OMR Help is available.
The Corporate Activity Service
Access Control (ESi and Symmetry)
Year of service & date of last review
2010 - 2011 (01/03/10)
Description of service
This service develops and supports, for the Facilities Management department, the University's access control systems which are used to control:
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vehicle access to campus;
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personal access to buildings and rooms.
The systems are bought-in packages from supplier G4 (ESi and Symmetry).
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
This service is used by staff in FM, Human Resources, Imago, and Academic Registry. The system facilities are used, via University ID swipe-card, by staff and students and some visitors, contractors, and tenants.
Help & support (including hours)
Users of the system facilities should contact:
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the Workforce Information Team within Human Resources regarding the issue and support of staff ID cards;
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The Student Accommodation Centre regarding the issue and support of cards for undergraduate and taught postgraduate students (see Accommodation Contacts for contact details and hours of support);
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The Research Student Office regarding the issue and support of cards for Research students (see Research Student Office for contact details and hours of support);
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the Facilities Management Help Desk for issues relating to access permissions, maintenance of barriers and door controllers, and for the provision of cards for contractors and tenants (see Human Resources - Who We Are and What We Do, Academic Registry and Facilities Management for contact details and hours of support).
Staff in FM, Human Resources, imago and Academic Registry should contact the IT Service Desk for assistance with the following:
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technical queries and problem-solving in relation to live data and incidents;
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management of the Windows server;
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support of interfaces between the access control system and the Human Resources system (Trent);
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paying the annual maintenance contract.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Swipe-cards are issued and activated as part of the staff / student registration process.
The FM Help Desk issues cards to contractors and tenants.
Additional Information
The ESi system is being replaced with Symmetry and it is planned to phase out the former during 2010 / 11.
Address Management
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports address management facilities (Matchcode from Capscan) within University systems. The facilities can be used to help with the entry of UK addresses, providing consistency of format and accuracy of data including postcodes.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Staff running corporate services / systems.
Help & support (including hours)
Users should contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Users should contact the IT Service Desk within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
What training & documentation are available to help?
A training video is available for the address management facilities within the University's student information system, LUSI.
FAQ
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How often are the address and postcode details updated?
Updates to the data from the Post Office are applied quarterly.
Business Consultancy
Year of service & date of last review
2011 - 2012 (01/09/11)
Description of service
This service is undertaken in partnership and covers IT strategic and operational planning, feasibility studies, business process review, cost / benefit analysis and project management (including post-implementation review).
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
This service is available to academic departments, support services and corporate groups.
Help & support (including hours)
Not applicable.
How to obtain access to the service & start using it
If a staff member is responsible for IT within your department / support service / organisation, please contact them in the first instance, they will then take ownership of your issue. If you do not have an IT representative please contact the IT Service Desk who will either resolve the issue or pass it on to the appropriate team within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
What training & documentation are available to help?
Not applicable.
Financial management (Agresso; BACs transfer; DeCal and WPM)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for the Finance department:
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the University's corporate finance system (Agresso Business World from Unit 4 Business Software) which covers all of the main accounting functions including payments, invoicing and internal transfer journals;
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the necessary interfaces between the corporate finance system and other corporate systems including those relating to staff, students, facilities, and finance;
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the University's corporate BACS transfer system (from Albany Software);
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the University's purchase card system (DeCal from D.Cal);
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the University's online payment facilities for students (WPM from WPM Education).
Hours of service
Agresso Business World:
8:00 a.m. – 7:00 p.m. Monday to Friday (extended to 10:00 p.m. and weekends by arrangement with agresso.support@lboro.ac.uk), except for planned back-up, planned maintenance, and unforeseen incidents.
Other services:
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
The service is used by staff in Finance and Planning.
The corporate finance system is used by staff in Finance and Planning, and by heads of department, finance officers, administrators, clerks, budget-holders, purchasers and approvers in academic departments and support services.
The University's purchase card system is used by the holders of University purchase cards and their purchase approvers.
Online payment facilities for students are provided by WPM and are administered by the Finance Office and are available 24/7 except for planned outage and unforeseen incidents.
WPM also provide core payment facilities for a number of other related systems, e.g. Printing credits and the Online store (see separate entry).
The other systems are used by certain members of the Finance department.
Help & support (including hours)
Staff from outside the Finance department should contact:
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the Finance department for help and support with the corporate finance system (call 228030 or e-mail agresso.support@lboro.ac.uk);
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the Purchasing Office within Finance for help with the purchase card system.
Staff in Finance and Planning should contact the IT Service Desk for technical assistance.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
Students and external users using the online payment services should in the first instance contact the Student Finance section within the Finance office. Tel: (01509) 223538, student-finance@lboro.ac.uk.
How to obtain access to the service & start using it
To access the corporate finance system, apply to the Finance department for the relevant registration forms. These should be completed and countersigned by your Head of Department and returned to the Agresso Support Office, Hazlerigg.
The majority of departmental users will use the web-based Agresso Self Service application. For users of the Agresso "Smart Client", appropriate application files will need to be installed on the PC and access is via the Staff Desktop.
Purchase Cards are administered and issued by the Finance Department. Please contact the Purchasing Manager for further information. (Telephone ext 223610)
What training & documentation are available to help?
Training and documentation are available from Finance, who run Agresso-related courses and "drop in" sessions on a regular basis. See Finance Office web pages for upcoming events and manuals and documents.
FAQ
Human Resources & Payroll Management (iTrent and Business Objects)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for the HR department:
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the University's corporate HR and payroll system (Trent from Midland HR), which maintains personal and employment details of all employees (permanent and temporary staff, plus pensioners), is used to run all payrolls, and has a wide range of reporting facilities;
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the reporting tool Business Objects (from Business Objects) which is also used for reporting purposes.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
This service is available to staff in HR, Finance and Planning.
The system facilities are used by Heads of Department and Departmental Administrators.
Help & support (including hours)
Heads of Department and Departmental Administrators using the resulting system facilities should contact:
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the Workforce Information Team within HR for HR-related issues (see Personnel - Who We Are) for contact details and hours of support);
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Finance for payroll-related issues (see Payroll Section web pages).
Staff in HR, Finance and Planning should contact the IT Service Desk for assistance with the following:
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technical queries and problem-solving in relation to live data and incidents;
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new Business Objects reports, and bug-fixing existing reports;
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software upgrades and patches, including planning, testing and rollout;
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interfaces to other corporate systems.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Heads of Department and Departmental Administrators should contact the Workforce Information Team within HR (see HR - Who We Are and What We Do for contact details and hours of support).
What training & documentation are available to help?
Training for Heads of department and Departmental Administrators is provided by staff in the Workforce Information Team. See HR - Who We Are and What We Do
Additional Information
Trent was recently upgraded to a browser-based version called iTrent. New functions will be added over the year, including some self-service access.
Online Store
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
The online store provides a single, secure solution to taking online payments by debit or credit card and is fully integrated with the University finance system.
The store aims to meet the expectations of a wide range of stakeholders (including national and international students, parents, staff, donors, external customers) who want to make secure payments with ease "any time, any place, anywhere".
The store has three sections:
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Products;
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Conferences / Events; and
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Short courses.
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
The service is used by national and international students, parents, staff, donors and other external customers. The system is provided by WPM and is available 24/7 except for planned outage and unforeseen incidents.
All service and academic departments/schools in the University can have stock/events/courses listed on the Online Store.
Help & support (including hours)
Staff using the resulting system facilities should contact the FM Help Desk (see Facilities Management web pages for contact details and hours of support).
Staff in Facilities Management should contact the IT Service Desk for assistance with the following:
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technical queries and problem-solving in relation to live data and incidents;
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software upgrades and patches, including planning, testing and rollout;
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support of interfaces to other corporate systems;
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server management.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
To access and use the Online Store visit http://store.lboro.ac.uk.
Staff wishing to put goods/services onto the store, please contact the IT Service Desk within IT Services.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
What training & documentation are available to help?
There is an Introduction to the Online Store listed as a potential course with Staff Development. Training for departmental contacts who are regularly putting products / services on to the store will be arranged as and when required.
Space (Archibus) and Estate Management (Esmi)
Year of service & date of last review
2011 - 2012 (01/09/11).
Description of service
This service develops and supports, for the Facilities Management department:
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the space management system, including building set-up and coding (Archibus from Exitech);
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the estates management system (ESMI, an in-house Oracle system) used for a variety of estates-related functions including job control (recording and tracking work and printing job tickets), planned preventative maintenance job creation, staff and student vehicle monitoring, and the link to the barrier access system;
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a series of capital planning spreadsheets (in-house Excel).
Hours of service
24/7 except for planned back-up, planned maintenance and unforeseen incidents.
Who is entitled to use this University-funded service?
Staff in Facilities Management.
Some ESMI functionality may be available to staff in departments.
Help & support (including hours)
Staff using the resulting system facilities should contact the FM Help Desk (see Facilities Management web pages for contact details and hours of support).
Staff in Facilities Management should contact the IT Service Desk for assistance with the following:
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technical queries and problem-solving in relation to live data and incidents;
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software upgrades and patches, including planning, testing and rollout;
-
support of interfaces to other corporate systems;
-
server management.
The Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk.
How to obtain access to the service & start using it
Access to to Archibus should be arranged via the FM Help Desk. See Facilities Management web pages for contact details and hours of support).
Access to ESMI is via the in-house Corporate Information System (CISlite and CIS Applications) and needs to be authorised by the relevant Head of Department. A request should be raised via the IT Service Desk.
What training & documentation are available to help?
Refer to the Help tab on http://luis.lboro.ac.uk/portal/page?_*pageid=34,1,34_62135&_dad=portal&_schema=PORTAL.