Defra - Service Desk and Service Management

Tender description

The Service Desk will be provided to Defra and other organisations in the Defra Group including, the Environment Agency (EA), Natural England (NE), Rural Payments Agency (RPA), Animal and Plant Health Agency (APHA) and Marine Management Organisation (MMO). The current incumbent service desk providers deliver services to both Defra and the Environment Agency across 371 sites in the UK, of which 161 are offices, 131 stores or depots. The service is to be made available to 21,000 staff across the UK. Other Defra affiliated organisations that may choose to take services under the proposed Contract at a later date and would be considered to be in scope organisations can be found via the following link: https://www.gov.uk/government/organisations/department-for-environment-food-rural-affairs For the avoidance of doubt this, Defra Group organisations and Defra affiliated organisations will be beneficiaries of this Service Desk (SD) Contract. Defra Group are seeking a Supplier for the provision of a SD, operating 24 hours a day 7 days a week, including UK bank holidays through which end-users of the Authority's ICT services can direct incidents, raise service requests, and seek guidance. The SD will play a significant role in supporting the Authority's service management function to achieve its goal of ensuring the services delivered to its end-users are fit for purpose and fit for use. The Supplier when delivering SD services shall help drive maximisation of First Time Fix resolving incidents as early as possible and help assist the Authority in moving end-users to the most cost effective contact channel that fulfils their ICT needs, in particular, self-help articles facilitated via a central self-service portal. The SD Supplier shall act as the SPOC for end users, other Authority ICT suppliers, manage, be responsible for the following on behalf of the Authority; incident/major/problem/access management request fulfilment, reporting/trend analysis, provide first contact resolution, propagate shift left opportunities, interact/participate with other ITIL processes, continual service improvement/innovation, on boarding new services/suppliers/off boarding incumbent services/suppliers to the service desk function,day-to-day communications with end users/other Authority ICT suppliers, provide help/guidance on the Authority's IT services. The Authority currently has 3 independent service desks and each will be transitioned to the one single point of contact SD. At the point of the new SD Supplier taking on the services for each of the desks all three service desks will have transitioned to the Authority's Service Now toolset. The Supplier shall be responsible for providing the physical SD facility and local IT infrastructure and provide connectivity to the Authority network for the remote access to the Authority systems and first contact resolution tools in scope of the Suppliers responsibility, excluding the ITSM tool (Servicenow)