Helpdesk and support services

Tender description

For the provision of an IT Service Desk. The health informatics department has reviewed its current service desk toolset (BMC Track-IT) to determine if it is fit for purpose to meet the future requirements of the department, the Trust as a whole and the external partners that health informatics department support. After the review, it has been recommended and approved that the toolset is replaced with an integrated service management system. Major aims of the Integrated service management system will be to save Trust staff time whilst requesting IT and other corporate services functions, such as HR and Training, reducing the number of contacts required and implementing automated workflows. It is acknowledged that increasing the departments alignment to the ITIL framework is essential for the department to cope with the demands of becoming increasingly efficient and providing increasing value to the Trust and our external customers. Further adopting and strengthening ITIL processes is a key work stream contained within the RDaSH ICT Work Programme Schedule which is designed to deliver the Information Communication and Technology Strategy 2016 – 2021. Replacing the current tool set is seen as key requirement to achieve this. Below is a list (not exhaustive) of some of the key feature that the system should be able to deliver Self Help Portal (Including IT, HR, Estates, etc.) — workflow or process engine, — integrated configuration management database, — discover/deployment/licensing technology/Asset Management, — business Integration, — event management module, — incident management module, — request fulfilment module, — problem management module, — release management module, — access management module, — integrated known error database, — active directory integration, — phone/tablet apps), — ability to manage multiple SLA's, — CRM — Customer Relationship Management, — phone system integration, — reporting – custom, — reporting – scheduled.