FOI Request
- Disclosure ID
- FOI/03336
- Request Date
- September 26, 2019
- Subject
- ICT Service Desk
- Description
1). Is your current IT Service Management function and associated software application based in house or Outsourced to a 3rd Party?
2). Please provide the full name and version of the ITSM software application in use?
3). What is the lifetime value of the contract and over how many years?
4). As part of the existing contract how many support operatives (agents) are licenced/subscribed to use the solution? (These are individuals who work on the desk in resolver groups, not customers using a Self-Service function).
5). When is the contract due for renewal?
6). How was the current solution procured – directly with the Vendor, through a Framework or via G Cloud?
7). What are your published procurement thresholds for tendering purposes?
8). What is the Authority’s strategy with regards to Cloud solutions as opposed to In House installations?
9). Has the organisation ever procured through the G Cloud Framework?
- Response
1). IT Service Management in house using a cloud based software application (we are just moving to cloud based from on prem software as part of our latest upgrade)
2). Ivanti Service Desk 2017.1 in the process of moving to Ivanti Service Manager
3). Renewed contract for further 5 years taking us to April 2024. We have been with Ivanti (formerly Landesk) for 10 + years now)
Specific details relating to pricing and payment structure are confidential and commercially sensitive due to the nature of the agreements we have in place, therefore we are exempting this information under section 43(2) of the Freedom of Information Act 2000 as disclosure would prejudice the commercial interests of the Trust.
4). 100
5). 2024
6). Renewed directly with vendor however confirmed that they were framework supplier with direct award before proceeding
7). Standard financial instructions apply. Tendering threshold starts at £50,001.
8). The Trust is investigating and moving to cloud solutions wherever feasible
9). Yes