Decision details

To approve the +12 month extension of the existing contract to HaloITSM - SaaS ITSM/ITIL Aligned IT Service Management Software.

This option maintains the current Service Desk provision and asset database for the council with future plans to improve the service functionality and provision by integrating Microsoft Teams and a Chat BOT function. By realising this option we will provide a consistent centralised, streamlined approach which maintains best practices when raising service requests leading to better performance and enabling a higher quality of service to colleagues and customers whilst continuing to embrace self service.

Alternative options considered:
Recommended Option 1 - To approve the +12 month extension of the existing contract to HaloITSM - SaaS ITSM/ITIL Aligned IT Service Management Software.
This option maintains the Service Desk provision and asset database for the council and there can be improvements to the service functionality and provision by integrating Microsoft Teams and a Chat BOT function. By realising this option we will provide a consistent centralised, streamlined approach which maintains best practices when raising service requests leading to better performance and enabling a higher quality of service to colleagues and customers whilst continuing to embrace self service.
Option 2 - No service Desk Provision
By removing a Single Organisational Service Desk this would create a legacy approach to raising service requests.
Challenges would include asset management and the recording of assets. This would revert to legacy methods leading to an ineffective and onerous way of working and there are risks around searching data for audit purposes.
There are likely challenges around inefficiency and an over burdening of departmental email mailboxes and or individual accounts. Managers are likely to find it difficult to monitor overall departmental workload and allocation balance with an additional risk of inefficient task prioritisation.
A reduced knowledge base and lack of self service will increase email requests for information and tracking requests for updates.
There will also be a need for increased resources required to transfer data and applications held in the cloud based system and stored in GBC servers, leading to financial and time costs/ resource implications
Option 3 - Implement new model, service desk and change way of working.
Similar to the above option 2. There are resource and financial challenges moving exisiting data and establishing new ways of working, creating greater burden on budget and resource

Council Constitution dated 9th August 2024, Part 3, Page 3-50, Ref 2.8.7:
To take any action in relation to procurement and the letting of contracts for goods and services, within approved budgets.