Purpose

The current service desk provision expires on
the 18th August 2023.

There is a need for an efficient service desk to maintain a
centralised, streamlined approach with the objective of increasing
efficiency and reducing cost with ability to record and manage
GBC's asset database safely and securely with functionality to
update, search and record critical information.

The reason for this decision is to approve the direct award to
HaloITSM - SaaS ITSM/ITIL Aligned IT Service Management
Software

Content

Decision : Option 1 : Direct Award to HaloITSM
- SaaS ITSM/ITIL Aligned IT Service Management Software

This option maintains the current Service Desk provision and asset
database for the council with future plans to improve the service
functionality and provision by integrating Microsoft Teams and a
Chat BOT function. By realising this option we will provide a
consistent centralised, streamlined approach which maintains best
practices when raising service requests leading to better
performance and enabling a higher quality of service to colleagues
and customers whilst continuing to embrace self service.