IT helpdesk

The request was partially successful.

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 We do not publish details of our employees other than senior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.

 

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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

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