IT helpdesk

Roedd y cais yn llwyddiannus.

This is a freedom of information request.

Please respond via this email address: [email address]

1. Do you have an IT department?
2. Does the IT department manage the servicedesk(s) – if not, which department is responsible?
3. Who specifically manages the helpdesk/servicedesk? (Contact name, details)?
4. What IT helpdesk 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 helpdesk tool(s)?
6. What is the annual budget available for helpdesk 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 helpdesk tool(s)?
10. How many operators currently use the ITSM tool?
11. How many end users currently use the ITSM tool?

Thanks,
Angus Rosie

WWW: FOI, Caerphilly County Borough Council

1 Atodiad

Thank you for your recent FOI / EIR request. Please find attached an acknowledgement for this request.

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WWW: FOI, Caerphilly County Borough Council

 

Dear Angus Rosie

 

FREEDOM OF INFORMATION ACT 2000 - INFORMATION REQUEST

 

Thank you for your request for information received on 3rd March 2020. We
apologise for the delay in responding to your request, this was due to
resources being reassigned to deal with the Coronavirus pandemic. We have
considered your request and enclose the following information –

 

1. Do you have an IT department?

Yes

 

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

Customer Services

 

3. Who specifically manages the helpdesk/servicedesk? (Contact name,
details)?

Karen Williams, Customer Services Digital Hub Manager,
[1][email address]

 

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

JitBit Version 9.6.6772.27311

 

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

The solution cost £1,717, included the version that was current at the
time and free upgrades for 1 year. With unlimited lifetime technical
support for the version procured.

 

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

£1,717.00

 

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

To facilitate the logging of calls by the support team and self service,
allocation to be made to specific teams depending on skill set. Calls are
to be escalated in accordance with set timescales. The ability to flag
VIPs. Reporting on calls outstanding, logged, overdue etc. Update calls
from field engineers.

 

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

Ease of use and low cost, reporting could be improved.

 

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

The service desk tool will be reviewed within the next eighteen months.

 

10. How many operators currently use the ITSM tool?

5

 

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

3,000

 

We supply this information based on your original request. If this is not
what you wanted or if you feel we have not fully understood your request
please do not hesitate to contact me to clarify your exact requirements.

 

If you have any queries or concerns or are in any way dissatisfied with
the handling of your request please contact us.

 

Yours sincerely

 

GWYN WILLIAMS

Digital Services Manager

 

 

Freedom of Information Act 2000 / Environmental Information Regulations
2004

 

You have the right to appeal against our decision.
If you wish to appeal please set out If you are unhappy with that decision
in writing your grounds of appeal you have the right to appeal to:
and send to:
 
 
Information Commissioner’s Office
Corporate Information Governance – Wales
Unit 2nd Floor
Caerphilly county borough council, Churchill House
Penallta House Churchill Way
Tredomen Park Cardiff
Hengoed. CF82 7PG CF10 2HH

   

Appeals will be determined by an Telephone: 0330 414 6421
appropriate senior officer.
 

Website: [2]www.ico.org.uk

Email: [3][email address]

 

Re-use of information without permission may infringe the Copyright,
Designs and Patents Act 1988. Re-use can include, but is not limited to,
making multiple copies, publishing and issuing copies of the information
to a wider audience. If you would like to re-use copyright material owned
by Caerphilly County Borough Council, please contact us. Authorisation to
re-use copyright material not owned by this Authority should be sought
directly from the copyright owner.

 

 

 

 

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