All IT queries are now routed through the central IT Service Desk. To help answer your queries and requests as efficiently as possible the TOPdesk system they use has a database listing IT equipment owned by the University. This database indexes all IT equipment via a Service Tag. When an incident is logged, the Service Tag is recorded against the incident enabling efficient processing of the incident. Existing hardware was labelled during a hardware audit process in May/June 2011, and new equipment is labelled on arrival in the university. From April 2012 onwards new equipment supplied by Viglen (Viglen desktops and Toshiba laptops) will have a new style of Service Tag label affixed by Viglen (see right hand label below).
Please quote your Service Tag reference whenever you raise an incident with the Service Desk.
A red or monochrome Service Tag (see above) has been added to each significant item of IT equipment. The Service Tag has a bar code for auditing purposes and a unique, readable Service Tag number (preceded by 'IT') which the Service Desk will request when you contact them about the equipment. The Service Tag does not denote ownership, but does indicate that the IT Services Service Desk will respond to enquiries about the equipment (but may then refer it on to a different process). Mobile phones are not part of this database, but we wish to collect this information separately.
If you have equipment which should be recorded but which has been missed, there are a number of options available. One is to fill in an on-line form detailing the equipment. A Service Tag will then be issued for the equipment and we would ask that you attach it to the equipment at the earliest opportunity. Mobile phones are not part of this audit, but we wish to collect this information separately.
Where equipment was visible but it was not safe to access it during the audit, the Service Tag was left in a sensible place near to the equipment (e.g. Service Tags for ceiling mounted data projectors will be placed near to the VGA socket on the wall)
We do not Service Tag equipment which is not university property, and our level of support is limited. Equipment purchased by the university is usually deemed to be university property even if the money came from an external grant. Equipment donated by a company for the purpose of a project would be deemed to be university property unless the agreement clearly states otherwise. Any equipment with an NHS asset tag will be assumed to be NHS property and not UoB property.