Central IT Services

A key aim of the University Information and Technology Strategy is to:

“Provide an ICT infrastructure that enables high quality learning, social and professional experiences for all students, staff and partners.”

All services are delivered in conjunction with IT Service Level agreements and IT Security Policies.

Central IT Services are made up of several elements:

Service Desk

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The IT Service Desk opening hours (Term time) are 8:30am to 19:00pm from Monday to Friday, (Non Term Time) 8am to 5:30pm from Monday to Friday. The service is not available during the weekend or public holidays.24 Hour Open Access IT Laboratories are available at Treforest (L200, Library & student centre) and Caerleon (E29, Rathmell Building)

All incidents and service requests can be logged by telephone on, 01443 4 82882 or users may log calls via the Point of Business system. When logging a call with the Service Desk, callers should provide their Name, Location/Department, Asset Number, Contact Number and a brief description of the incident or service required. All incidents or service requests must be reported through the Service Desk in the first instance.

The definition of an incident is an event or situation that occurs, which results in loss of normal operation and functionality of an application or equipment, e.g. “computer will not switch on” The definition of a service request is a requirement for support or services from the IT department, e.g. “new email address request”

The IT Service Desk will endeavour to:

  • Answer your telephone call within 5 rings.
  • Acknowledge your Point of Business entry within 2 hours of receipt
  • Acknowledge your voicemail within 2 hours of receipt

All requests to the Service Desk will be logged on the service desk database which can be used to prioritise, track and escalate faults as necessary. Service Requests will be logged and may be given a non-urgent call priority. Incident management will always be given priority over service requests during busy periods. Customers wishing to escalate an incident or service request should contact the IT Customer Service Manager.

For more information, visit the Getting Support pages.

Fault Diagnosis

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The IT service endeavour to diagnose 90% of incidents logged at initial point of contact. Skilled technicians are available on the telephone to record details of the incident and will carry out fault diagnosis to attempt to fix the incident at first line. Technicians will aim to provide all users with a workaround to reduce the impact of the incident, resolve the fault via remote desktop tools or IT triage service. More complex incidents may be referred to other team within IT services as part of the departmental fault diagnosis escalation procedures. As part of the departmental continual IT service improvement plan, recurring incidents will be escalated to the IT problem team to investigate the root cause of the incident and where appropriate implement procedures for dealing with known errors and update the IT Service knowledgebase. Where problem management identifies fixes to recurring incidents, all IT changes are subject to departmental change and release management procedures.

Business Continuity

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The IT service has developed a plan defining the steps required to restore business processes following a disruption to IT services. The plan will also identify the triggers for invocation, people to be involved, established means of communication and a priority list of IT business critical applications. IT Service continuity plans form a significant part of the University’s Business Continuity Plans.

Security and Governance

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The service provides assurance to the University through the appropriate IT governance and
compliance with information security standards. Through the IT & Confidential Waste Disposal Policies policy we will ensure that the University’s key data assets are appropriately protected from unauthorised access, use, disclosure or disposal whilst also ensuring that we share the right information with the right people, for the right purpose and at the right time.

Data Storage

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The University is highly dependent on ICT services and it is therefore essential that all ICT services and the server and storage systems on which they run are operated from secure, resilient and environmentally sustainable data centres. The University currently operates two major Data Centres at Treforest and the ATRiuM that are resiliently interconnected at high speed, providing a high level of disaster tolerance for our ICT services. It also has a number of smaller server rooms located at Caerleon and City.

The Data Centres house server, storage and backup systems from HP’s range of enterprise class solutions. Server systems are predominately virtualised to facilitate ease of provisioning, management and flexibility.

Storage systems provide for granular provisioning and tiered classes of storage. The Backup and Archiving Systems address the need for medium and long-term security of data. The University currently uses three different Backup Systems, Symantec’s BackupExec at Treforest, Symantec’s NetBackup for physical servers and Veeam for virtual servers at Caerleon.

Network Infrastructure

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The University of South Wales Wide Area Network (WAN) currently comprises a resilient web of interconnected sites at each of the campuses of Atrium, Caerleon, Glyntaff, Newport City and Treforest. The WAN also extends to a number of smaller sites such as Atlantic House and Cromwell House in Cardiff, Ebbw Vale and Tredegar in Gwent, Alacrity House and Royal Chambers in Newport, Crownford House in Merthyr, Glamorgan Sports at Nantgarw, William Price at Treforest, the Hydrogen Research Centre at the Baglan Energy Park and most recently the Docklands Academy in London.

The continuing expansion of the University requires all sites to be provided with connectivity to the main site at Treforest where the majority of centralised Academic and Administrative ICT server and storage systems are located within the Primary Data Centre.

The University is connected to the Welsh Public Sector Network (PSBA) and thence the UK Academic Network JANET and the Internet. A resilient secondary connection is provided to each campus.

The PSBA network is the Public Sector Network (PSN) within Wales. The Welsh Government’s vision is for all public sector organisations to use PSBA for their Wide Area connections. There will be continued investment in the PSBA core (resilience, bandwidth and new service offerings) as organisations move their dedicated point to point Wide Area Links onto the Public Sector Network infrastructure.

The University’s Local Area Network (LAN) uses equipment from both Cisco Systems Inc. and Hewlett-Packard Ltd (HP). The LAN infrastructure comprises a hierarchy of 3 levels of network equipment – core, distribution and access, which enables a scalable modular approach to campus network design and deployment. Additionally a comprehensive wireless network provides wireless access coverage throughout the majority of University buildings and sites.

Contacting the Service