Helpdesk services

Tender description

The GMC needs an off the shelf tier 2 / tier 3 ITIL compliant ITSM solution to deliver core ‘standard’ ITSM functionality — to replace the current Siebel tool — with optimal implementation time, tailoring and cost. This will be used by up to 30 IS staff for a range of key ITSM processes and up to 30 facilities staff for Incident / Problem Management and scheduled maintenance. This new solution will be the backbone for delivery for support for the 1200 users of the GMC. The GMC needs an off the shelf tier 2 / tier 3 ITIL compliant ITSM solution to deliver core ‘standard’ ITSM functionality — to replace the current Siebel tool — with optimal implementation time, tailoring and cost. This will be used by up to 30 IS staff for a range of key ITSM processes and up to 30 facilities staff for Incident / Problem Management and scheduled maintenance. This new solution will be the backbone for delivery for support for the 1 200 users of the GMC. The solution should be flexible enough to allow other departments and/or teams to receive tickets from users and manage the progress of these through this system, but that these are kept separate in the system for user view and management reporting. The first non-IS department to use this system will be Facilities.