IT Service Management Tool

Concepts

• information technology
• leeds
• it service management tool
• the it service management tool
• tool
• management
• manage
• ngn
• it incidents
• knowledge base documents

Location

LEEDS

Description

Topdesk is the IT Service Management Tool (ITSM) used by the Colleague Care Team at NGN to log, manage and close IT incidents that are reported to the team. This ITSM is also used as an asset repository for the IT equipment used in NGN and as a store for Knowledge Base Documents to help the team develop, share and retain knowledge in the systems that NGN use.

Total Quantity or Scope

Topdesk is the IT Service Management Tool (ITSM) used by the Colleague Care Team to log, manage and close IT incidents that are reported to the team.

Award Detail

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support

Indicators

Legal Justification

For technical reasons, i.e. software or systems already integrated in the business and changing supplier would incur significant costs and risk - changing the ITSM tool will not only be more expensive (similar tools are typically more than 3 times the price), it will also have the following knock on affects: • Loss of the historic records of existing assets - who did what and to which asset. This is essential for regulatory purposes especially in terms of the OT assets, and is also essential to maintain the visibility of devices and software licenses for audit purposes. • Loss of the historic changes to our SAP roles and authorisations which we require for our Governance, Risk Management and Compliance audits. • Loss of the historic Incident and Change information that we use to enable fault finding across our systems.

Other Information

Previous spend plus the renewal takes the overall total spend to £467,396.70 and therefore over threshold.