• Information Services
• Getting connected
• Libraries
• Finding material
• IT services
• Teaching and research
• Using your computer
• Accessibility
• Help and support
• Training
• About IS
  • Services and standards
  • Policies
  • Copyright
  • Development projects
  • Organisational structure
• Feedback

Services and standards

Information Services (IS) has developed a set of documents that outline our core activities and how we measure our progress, reporting on our performance against these standards on a regular basis:

• IS Service Charter
• Information and Communications Technology Standards
• Key Performance Indicators
• IT Service Status

All documents are restricted to The University of Nottingham access only and are in PDF format .

IS Service Charter

The IS Service Charter (PDF) provides information about the services that we support and deliver. It clearly defines the standards of service provided by IS and outline key areas of work for the department.

The main sections of the document are:

• Service availability – describes services which are generally available and can be used without the need to contact IS, as well as the support that is provided for those services
• Service request – describes the library and IT services that you need to contact IS for before they can be delivered, and services which need to be specifically requested

It also includes information about IS Governance, service reporting and feedback mechanisms.

 

Information and Communications Technology Standards

This document provides information about the ICT Standards, which IS uses for hardware and software configurations across the University.

• ICT policy framework
• ICT standards
• ICT standards – research summary
• ICT standards – teaching summary
• ICT standards – administration summary

 

Key Performance Indicators

Our standards of service are outlined in the IS Service Charter and in the ICT Standards. From these, we have created measures based upon information we collect in the course of our work. These form our key performance indicators (KPIs), which show how well we met the objectives in key service areas.

Final year summary reports:

• IS Service Quality Report - summary of KPIs 2007-08
• IS Service Quality Report – summary of KPIs 2008-09
• IS Service Quality Report – summary of KPIs 2009-10

Current year quarterly reports:

• Service Quality Report May - July 2011 (quarter 4)
• Service Quality Report February - April 2011 (quarter 3)
• Service Quality Report August - October 2010 (quarter 1) 
• Service Quality Report May – July 2010 (quarter 4)
• Service Quality Report February – April 2010 (quarter 3)
• Service Quality Report November – January 2010 (quarter 2)
• Service Quality Report August – October 2009 (quarter 1) 

IT Service status page

The IT Service status page provides the latest information about planned, potential and actual disruptions to IT services. It is the first port of call when there is any serious, campus-wide disruption to IT services.

It is updated regularly during standard UK working hours so you can check if a service issue affecting you is already being dealt with.

Information and messages about services are provided to:

• advertise all planned maintenance work that has an impact on any central IT service
• notify customers about any problems causing unplanned downtime, with regular updates to say what is happening and when we expect the service to be restored

If you are aware of a problem that is not reported on this page, please contact the IT Helpline on 0115 95 16677.