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Managed Printing

Description

The Managed Print Service delivers a complete "follow me" printing solution, photocopying and scan to e-mail for the University of Reading. The Service installs and maintains multi-function devices (MFDs) including the provision of consumables such as paper and toner. The MFDs are owned by Konica Minolta and leased to the University. The cost of the service depends on the number and type of devices used by the University.

Users print to a central print queue (colour or black and white) and can retrieve their documents from any device. Printing will only commence once the user has either swiped their campus card at the printer or logged in directly. This means that the service is secure as prints are not left lying by the printer until retrieved and waste is avoided.

MFDs also support photocopying and scanning to email. This is personalised and usage accounting is managed centrally.

The MFDs are monitored centrally and if toner is running low, it will be delivered to the device ready for installation by the customer when appropriate.

The service is available on the Whiteknights, London Road and Greenlands Campuses and some other remote sites (e.g. Worton Grange and Arborfield Farm).

Charging

Students are changed via their Campus Card account and need to have credit in their account to be able to print their documents. Staff costs are charged directly to a school or function cost code.

Service Options

There are no service options.

Requestable Items

The following specific requests can be made in relation to this service:

Requestable Item

Description

Route

New Device

A new MFD can be requested to be installed within a building. The request will be assessed to ensure the request is appropriate and cost effective.

Via IT Self-Service Portal

Change Device

Request a different device be installed in an area to offer additional functionality. The request will be assessed to ensure the request is appropriate and cost effective.

Via IT Self-Service Portal

Move a Printer

A request can be made to move a printer to a new location. The acceptance of this request is dependent on a site survey of the proposed location to ensure it is suitable and appropriate.

Via IT Self-Service Portal

New Consumables

If the toner or other consumables are running low, and no replacements delivered, users can request that replacements are delivered.

Via IT Self-Service Portal

Service Limitations

  • There is a limited service in Foxhill House due to its listed building status. This reduces the number of suitable locations for the MFDs.
  • The service is not available at all remote sites.

Restrictions

  • Only scan to e-mail is available. This is the ability to scan a document and send it to your (or someone else's) e-mail address.

IT Responsibilities

  • Manage the provision of this service with the appropriate supplier.
  • Operate the service, including responding to incidents and requests, in line with the Service Level Agreement .
  • Support two-way customer feedback via IT Business Partners.
  • Periodically review the service with the Customer.
  • Manage the printer accounting system (Pharos).

Customer Responsibilities

  • Ensure users in their areas:
    1. Report faults as soon as possible via the IT Service Desk quoting the location and device number on the front of the MFD.
    2. Adhere to the University of Reading Acceptable Use Policy.
  • Provide service feedback and engage in service reviews with IT.

Service Dependencies

The Managed Print Service is dependent on a number of services outside of Information Technology: These include:

  • Campus Cards - for access and charging to students
  • Finance Systems - for accounting staff use
  • Estates and Facilities - for suitable power and networking to be provided

Service Hours

Service Hours

The service will be available 24/7

Support hours

Support will be provided in accordance with the standard IT service desk hours 08:00 - 18:00 telephone support

Weekly Maintenance Window

The service will be at risk during the normal IT at risk period

Critical Business Periods

N/A

Service Level Targets

The Service Level Targets can be found in the specific Service Level Agreement Document details to follow.

How to Request This Service

This service is provided to all Staff and Students at the University of Reading as part of the core IT provision.

Service Owner and Contact details

The main point of Contact

Service Desk. (ext 6262, Self Service Portal)

Escalations

The Table below shows the escalation routes for Service based issues for this Service

User

Level 1

Service Desk

Level 2

Users area IT representative (e.g. Head of School)

Level 3

IT Business Partner