Service Description

IT Services can support your software requirements in the following ways:

  • Provisioning
  • Purchase
  • Hosting
  • License Management and Support
  • Development

Features

Provisioning

  • All IT Services supported PCs/laptops are built with a standard image unless otherwise requested. We also have a large selection of software available via the Software Centre (accessible from your start button), and via our HPC (High Performance Computing)Service.
  • As part of the University’s Microsoft Office 365 agreement, you can download a copy of MS Office Professional Plus 2013 (Windows), or Office 2011 (Mac), or Office for iPad at no charge. You can install them on up to five personal devices. See our Software page on StaffNet for further information.
  • Some of the software packages offered for download have licences that permit them to be used only by certain groups of users. For example, some may allow use only on PCs/laptops owned by the University; others might allow home use by staff but not by students.
  • You can also access software for use on personal devices from our Software Download Service.
  • We can also add specific licensed software to our High Performance Computing facilities to assist you with data processing. 

Please note: Application software needs to be compatible with the University Infrastructure and Desktop estate.

Purchase

  • We can help you find solutions that meet your requirements and the best price.
  • If you are considering purchasing software, hardware, or other IT related services, then IT Services and the Procurement teamshould be consulted as early on in the process as possible.
  • Prior to purchase, we need to ensure that software to be installed into the university IT Infrastructure is appropriate for our infrastructure and can operate safely and securely.

Hosting

  • We can host application software that is required to meet business, research, or teaching and learning requirements. This will need to be in consultation with IT services and subject to certain conditions, primarily around security and efficient use of resources. Options include:

    • Provisioning of a dedicated virtual server, where required.
    • Hosting of physical servers, where required Server provision only – where a third party carries out all support, patching, and upgrades.
    • Hosting of databases, where required.
    • Automatic operating system upgrades and patching, where the virtual server runs Windows or Red Hat Enterprise Linux.
    • Ad hoc upgrades and patching (by agreement).

License Management and Support

  • Renewal of licence at appropriate time.
  • Automated allocation of user licenses to appropriate individual/s, where the mechanisms are available.
  • Storage of license information and installation media (e.g. downloadable files, DVDs, CDs), if applicable.
  • Notification of software/machine compatibility issues (e.g. where operating systems go out of support).
  • Problem Management: Where IT related, problem management and liaison with supplier software support.

Development

Users

Users are determined by licence agreements and the business owner of the software and can include:

  • Staff
  • Honorary Staff
  • Students
  • Others by agreement

Service Hours

  • Software will be available 24/7, except for periods of scheduled maintenance and unforeseen interruptions to service.
  • Additional options will be on best endeavours.

Level of Service

    • Backup, retention and restoration is as the IT Services published service on StaffNet.
    • Servers that form part of the live IT environment will be monitored via our live dashboard system (Nagios) where during regular office hours, a dedicated team escalate critical issues to the relevant section within IT services. Major services are also monitored out-of-hours.

Support and Documentation

  • A catalogue of available software and who may use download it is held in our Software Download Serviceat (requires login using your University username and password).
  • Information for students is available on the IT Services for Students web pages - www.abdn.ac.uk/it/student/pcs/index.php/
  • This service does not include support to operate purchased software: there is an expectation that when staff purchase software, they either have or will attain the expertise to operate it successfully
  • Other support can be accessed via the IT Service Desk - servicedesk@abdn.ac.uk. Incidents can be recorded or escalated via the Service Desk 24/7 at https://myit.abdn.ac.uk.
  • For further information on IT support, see User Responsibility below.

Request Process

User Responsibility

  • Users are expected to comply with the University’s Conditions for using IT Facilities.
  • Users must also comply with any supplier conditions of use that are specific to the software purchased, downloaded, or installed. Details are usually available on the supplier website.
  • The following table outlines the process for escalation of any software related issues:
Role Actions
User 
  • Users should contact the Business Owner with all queries or issues relating to a particular software package. If the Business Owner is unknown, IT Services may be able to provide this information.
  • Where there is an IT issue, a service desk call should be raised.
  • Where there is no IT issue, the Service Desk will forward the information to the
  • Business Owner and close the call.
Business Owner
  • The business owner will deal with all user enquiries on how to use the software or have a process for handling such queries
  • Where there is an IT related query1, the business owner will respond where they feel competent to do so
  • Where the Business Owner is unable to respond to IT related user queries, the Business Owner will raise a service desk call
  • The Business Owner2 is responsible for all feedback to Users.
ITS
  • Where possible, IT Services will try to resolve all IT queries raised by the Business Owner.
  • Where there is an IT query requiring contact with the software supplier, IT Services will raise this with the supplier and feedback to the Business Owner.
  • IT Services will close the call when it is resolved and advise the Business Owner.
  1. Server related (hosting or operating system), network, storage, or access issues
  2. Where software is available across the University, IT Services may be the Business Owner

Costs

  • Provisioned software is free of charge.
  • When purchasing software, relevant costs to be met by user/department. This includes all purchasing, upgrades, maintenance, and license renewal costs.
  • Where hosting is required, this may incur a charge Quotes will be provided for bespoke developments.
  • Staff are expected to include the cost of specialist software, upgrades, maintenance, and replacement (if required) in their grant applications or departmental budgets.

Note: Staff are expected to include the cost of specialist software, in their grant applications or departmental budgets.