Cheshire councils looking for ITSM software system

By Sooraj Shah
30 Jan 2014 View Comments

Cheshire West and Chester Council (CWCC) and Cheshire East Council are looking to procure and implement a new IT service management (ITSM) software system, according to a notice in the Official Journal of the European Union.

The notice, states that the councils want to replace old software that will no longer be supported after July 2014.

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The existing system is managed on a day-to-day basis by Cheshire Shared Services (CSS), an ICT shared services facility that provides ICT functions for both councils.

The councils are looking for a single supplier that can provide new software that will also offer improved service quality and delivery.

The councils have identified the following as a list of objectives: improving the customer experience of using CSS services; quantifying value and value for money from IT; demonstrating performance quality; become proactive by, for example, acting on issues before a customer is aware; and becoming demonstrably effective and efficient.

The councils also want CSS to be an enabler to its customers, for it to "engender" trust, and enable familiar and current interfaces such as web chat.

Software components that are likely to be required to deliver the ITSM capability include: incident, problem and change management; knowledge management; service asset and configuration management; request fulfilment; service catalogue and service level management; asset data repository; capacity management; and management of complaints and compliments.

The contract is covered by the Government Procurement Agreement (GPA) and its value is between £172,500 and £500,000.

The contract is for three years, and the councils have the option to extend the contract by a year, twice.

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