ITSM Software and Support. Helpdesk System

Concepts

• software package
• sandbach
• information systems
• itsm software
• itsm
• helpdesk system
• system
• software
• ict operations
• ict

Location

SANDBACH

Description

Halo IT Service Management Tool used to provide incident and request management, problem management, major incident management, change management and configuration management across the IT estate

Total Quantity or Scope

The ITSM tool is core to the delivery of ICT operations. It fundamentally holds information on all the incidents (service failures) being managed, all the requests for change from users, all the technical changes managed across the estate and is a very substantial repository of operational knowledge and records of the software/hardware/assets that ICT manage.

Award Detail

Award Criteria

CPV Codes

• 48000000 - Software package and information systems

Indicators

• Award on basis of price.

Legal Justification

This award avoids costs associated with the introduction of a new and non-configured system and gives the Council the ability to deliver customisations within timescale so as to avoid business interruption to a critical business system with alignment with the ongoing business change programme. Section 32.(2) of the PCR 2015 provides that; "The negotiated procedure without prior publication may be used for public works contracts, public supply contracts and public service contracts in any of the following cases: - b) where the works, supplies or services can be supplied only by a particular economic operator for any of the following reasons: - (i) the aim of the procurement is the creation or acquisition of a unique work of art or artistic performance, (ii) competition is absent for technical reasons, (iii) the protection of exclusive rights, including intellectual property rights, but only, in the case of paragraphs (ii) and (iii), where no reasonable alternative or substitute exists and the absence of competition is not the result of an artificial narrowing down of the parameters of the procurement;

Other Information

The council has incorporated a standstill period in the VEAT notice previously published. That notification provided full information on the award decision, with the 10 day standstill period expiring on 13th September 2024.