Reference 2019-591

REF:           2019-591

Subject:       ICT Service Desk and cloud

 

Request:

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) Is your current IT Service Management function and associated software application based in house or Outsourced to a 3rd Party? In-house
2) Please provide the full name and version of the ITSM software application in use? Service Now
3) What is the lifetime value of the contract and over how many years? £40k per annum – rolling contract
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).  40
5) When is the contract due for renewal? Rolling contract
6) How was the current solution procured – directly with the Vendor, through a Framework or via G Cloud? NHS Framework
7) What are your published procurement thresholds for tendering purposes? £10,000 to £50,000 minimum of 3 written quotes

£50,000 to OJEU limit Local Tender

OJEU limits or above OJEU tender

All subject to not being contracted on a framework.

8) What is the Authority’s strategy with regards to Cloud solutions as opposed to In House installations? Each product is reviewed independently
9) Has the organisation ever procured through the G Cloud Framework? Yes