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ICT Service Desk


1) Is your IT Service Management function and associated software application based In house or Outsourced to a 3rd Party?

2) If this In House, is this an On Premise or a SaaS solution?

3) Please provide the full name and version of the ITSM software application in use?

4) What is the lifetime value of the contract and over how many years? Please provide high level % in terms of software, maintenance and services.

5) As part of the existing contract how many support operatives (agents) are licenced/subscribed to use the solution? (These are individuals who work on the desk in resolver groups, not customers using a Self Service function)

6) When is the contract due for renewal?

7) How was the current solution procured - directly with the Vendor, through a Framework or via G Cloud?

8) What are your published procurement thresholds for tendering purposes?

9) What is the Authorities strategy with regards to Cloud solutions as opposed to In House installations?

10) Has the organisation ever procured through the G Cloud Framework?

Request Date18 May 2016
Requested byBusiness
Released Date  

5 July 2016   


  1) In house

2) On premise

3) ManageEngine Service Desk Plus MSP v9.0 Build 9006

4) ~£42,000 - software, maintenance and support 93% / services 7%

5) 50 Technicians

6) April 2017

7) directly with the Vendor


9) There is no defined strategy with regard to cloud solutions; applications are selected based on a balance between their ability to meet identified business need and cost of ownership. Where a choice exists between on premise and SaaS offerings, the Council will typically choose on premise as this is usually the lower cost option.

10) Yes.