Pay

Freedom of information request response - 06779

FOI request

FOI ID number
06779
Regarding
IT Department
Request
  1. Do you have an IT department?

  2. Does the IT department manage the service desk(s) – if not, which department is responsible?

  3. Who specifically manages the help desk/service desk? (Contact name, details)?

  4. What IT help desk tool(s) is/are in use (eg. Spiceworks, Freshdesk, etc) if not, how is your IT managed?

  5. What is the price per annum of said help desk tool(s)?

  6. What is the annual budget available for help desk tool(s)?

  7. What are the requirements of the IT team; or, what the tool(s) is/are used for?

  8. What are the redeeming qualities of the tool(s) (and negative qualities)?

  9. What is the start date, length and review date of the contract with the help desk tool(s)?

  10. How many operators currently use the ITSM tool?

  11. How many end users currently use the ITSM tool?

Our response

Response
  1. Do you have an IT department?
    Yes.

  2. Does the IT department manage the service desk(s) – if not, which department is responsible?
    Yes.

  3. Who specifically manages the helpdesk/service desk? (Contact name, details)?
    ICT Operations Lead.

  4. What IT helpdesk tool(s) is/are in use (eg. Spiceworks, Freshdesk, etc) if not, how is your IT managed?
    Open Source.

  5. What is the price per annum of said helpdesk tool(s)?
    N/A.

  6. What is the annual budget available for helpdesk tool(s)?
    0.

  7. What are the requirements of the IT team; or, what the tool(s) is/are used for?
    N/A.

  8. What are the redeeming qualities of the tool(s) (and negative qualities)?
    Would be good to hook into SCOM.

  9. What is the start date, length and review date of the contract with the help desk tool(s)?
    Review planned for this year but no budget allocated.

  10. How many operators currently use the ITSM tool?
    15.

  11. How many end users currently use the ITSM tool?
    15.

Response date
10 March 2020