Help Desk System

Tender description

The University is currently using BMC Service Desk Express Version 10.1. (SDE) The system currently supports its asset & configuration management, incident/service request management, change management & knowledge management processes, in addition to a significant number of bespoke, related processes such as disposal of obsolete or redundant equipment, management of spare parts stock and the granting of access to key business systems. The software has been upgraded through several versions since the original implementation of Support Magic in 1998, and has been customised and configured heavily to exploit a wide range of its functionality. In particular, the extremely flexible nature of the system’s E-mail interface and workflow capability has been utilised extensively to provide a very effective and extensible service management solution. However, it lacks some modern features such as a viable self-service portal, service catalogue representation, social media integration and mobile device interfaces. It has also been declared ‘end-of-life’ by the vendor, so will not be developed any further. The University wishes to replace the system with one that addresses the interface deficiencies of SDE, while providing a level of flexibility that will allow it to fully realise the value of its investment in the replacement system, and allow it to extend use of that system to a much wider range of users, including but not limited to the University’s Estate Management team.