Supply IT Service Management Tool

Supply IT Service Management Tool

UCA wishes to create a ‘virtual shared service’ involving the on campus library colleagues and the 1st line IT campus teams.

Integrated IT Service Management Tool 2016

University For The Creative Arts

Contract summary

Industry

Computer and Related Services

Location of contract

GU9 7DS

Value of contract (£)

£125,000

Published date

09 November 2016

Closing date

14 December 2016

Contract start date

20 February 2017

Contract end date

19 February 2021

Description

UCA wishes to create a ‘virtual shared service’ involving the on campus library colleagues and the 1st line IT campus teams. UCA consists of 4 campuses (Farnham, Epsom, Canterbury and Rochester) each of which have ITS and LSS teams. These support teams serve approximately 1000 permanent colleagues as well as 4000+ students (with the intention that these student numbers will rise ~5-10% over 5 years. The current good practice in IT Services and LSS will be maintained and developed so that current service provision can be extended and enhanced. The proposal is not seeking to merge staff teams or to further devolve the provision of IT management within the University, rather it is seeking to achieve a consistent approach, provide an identified location for face to face enquiries and increase the opportunities to resolve general or routine incidents at an early stage. To facilitate this programme of change, UCA are planning to retire the 2 ticketing systems currently operated in the Libraries (Footfall Module) and IT (Manage Engine) and go to market to find a replacement that can be used across departments including Facilities, HR, Finance and others. The ultimate goal of the programme is to enhance the user experience such that referrals (instructing users to go to other support teams) are kept to an absolute minimum. Future developments may see the use of the tool extended further into the ‘back office’ functions of the university but as yet, are not agreed or planned. Further details are contained with the full ITT document attached.

About the buyer

Address

Falkner Road

Farnham

GU9 7DS

England

Email

procurement@ucreative.ac.uk

Other information

Attachments

Full ITT for Integrated IT Service Management Tool

Integrated ITSM ITT_CB&JH_FINAL.pdf

Full ITT for Integrated IT Service Management Tool

Integrated ITSM ITT_CB&JH_FINAL.docx

How to apply

Please apply directly to the buyer using the contact details provided.

 

Related Posts

Secure Data Centre Tender

Managed ICT Services Contract London

Managed Hosting for Umbraco Websites

Application Delivery and Application Management Framework

Security Operations Centre Contract

Enjoyed this post? Share it!