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IT helpdesk

angus rosie made this Freedom of Information request to Buckinghamshire Fire and Rescue Service

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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

Barry, Gerry, Buckinghamshire Fire and Rescue Service

Dear Angus Rosie,

 

Further to your request for information, about our service desk software,

 

1. Do you have an IT department? Yes

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

3. Who specifically manages the helpdesk/servicedesk? (Contact name,
details)? We do not publish details of our employees other than senior
managers. The ICT department reports to Calum Bell the Head of Service
Development (further details are available on our website).

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

5. What is the price per annum of said helpdesk tool(s)? £11,000

6. What is the annual budget available for helpdesk tool(s)? £11,000

7. What are the requirements of the IT team; or, what the tool(s) is/are
used for? Receive requests for support and relay them to the most
appropriate employees.

8. What are the redeeming qualities of the tool(s) (and negative
qualities)? Please check with the supplier for product information.

9. What is the start date, length and review date of the contract with the
helpdesk tool(s)? Contract is renewed annually is reviewed / resigned in
August.

10. How many operators currently use the ITSM tool?  26 operators 11. How
many end users currently use the ITSM tool? ITSM facilities are available
to all employees of the service.

 

If you have any queries about this email please contact me within two
calendar months quoting reference 126. If you are unhappy with the service
you have received in relation to your request and wish to make a complaint
or request an review of our decision, you should write to the Complaints
Officer at the address below within 40 working days. Our complaints
process is posted on our website at [1]www.bucksfire.gov.uk

 

If you are not content with the outcome your complaint, you may apply
directly to the Information Commissioner for a decision. Generally, the
ICO cannot make a decision unless you have exhausted the complaints
procedure provided by the Authority. The Information Commissioner can be
contacted at: The Information Commissioner’s Office, Wycliffe House, Water
Lane, Wilmslow, Cheshire SK9 5AF.

 

Please be advised that your request and any other correspondence
associated with it will be retained until the time has lapsed for the
request to be closed. Once the request is closed only anonymised data will
be retained as this is of public interest and is posted on our website. It
may also may be of use in answering similar requests.

 

Yours sincerely

Gerry Barry
Information Governance and Compliance Manager
01296 744442 / 07920 710637

Buckinghamshire Fire & Rescue Service, Brigade Headquarters, Stocklake,
Aylesbury, Buckinghamshire, HP20 1BD.
BFRS main enquiry line: 01296 744400
Please visit our website at [2]www.bucksfire.gov.uk

Our vision is to make Buckinghamshire and Milton Keynes the safest areas
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