Feature Requests

The University has a complex infrastructure of interrelated business processes and IT applications (systems) to support these; for example Finance, HR and Estates systems, Banner, PAMS and CRM. The University is implementing a governance structure under which authority for approving enhancements and changes to these systems is delegated to nominated Process Owners and Review Groups. This allows change to be properly considered, prioritised, planned and implemented in consultation with all relevant parties.

Feature Requests and Reports: If you want to suggest an enhancement or change to one of the University’s IT applications or create or amend a report please complete either the Feature Request form or FR Report Request Form accessible from this page and pass it to the nominated approver within your School or Professional Service before submitting it to ServiceLine. [See the Feature Request Process summary attached]

Please note that submission of a Feature Request, even if approved by your School/Professional Service, should not be taken as a guarantee that the feature will be implemented. There are 3 levels of approval to pass through before a new feature is developed. Once development is completed, you and/or relevant colleagues from the business will be asked to take part in user acceptance testing (UAT) of the new feature to ensure it meets business needs and does not impact on any other functionality and/or processes previously existing in the application.

Business Standard Changes: If you wish to submit a request to make a business as usual change to your application eg. set new fee rates; update letter templates etc. you will need to complete a Business Standard Change template (available from this page) and submit it to Serviceline as with all other Feature Requests.

Processing to Live: When the new feature, report and/or business standard change has been signed off by the business following UAT, a date for release to the live system (production) will be identified and scheduled. The Applications Maintenance Team responsible will then go through rigorous Release and Change Management processes before authority to implement in production is given. These processes ensure the integrity of the live system is maintained throughout the implementation process. An overview of the Feature Request Process is available from this page, as is an overview of the life cycle of changes to our IT Applications (Development Life Cycle).