In Dundee, a custom SharePoint site is used, hosted on the old intranet servers from the Scottish Crop Research Institute, which is used by IT Services and Estates for Dundee-based staff to raise calls with them. It is proposed that both of these systems are replaced with a new single replacement service desk, so that all Hutton staff have a single place to go to get help from these service teams, regardless of what site they are based at. It is anticipated that may be additional service teams that may wish to also make use of this service desk in the future. Project Term We would ideally be looking for a 3-5 year contract to ensure that pricing is predictable for the coming years and to maximise the work put into moving to the proposed solution. Number of users The institute’s 600-700 staff would be the end users of the solution, using it to raise calls and get support. Currently approximately 30 deal with the calls themselves across the IT Services, “agents” Communications and Estates service groups. Any solution proposed should be based on these numbers, and costs provided based on how this would be licensed. It is assumed that with a concurrent user model, approximately 10 agents would cover this requirement. Reference site The James Hutton Institute is willing to be a reference site for the proposed solution if this brings with it a discount on the cost. Project Goals and Objectives The central objective of this project is to select and implement a single Service Desk solution. The key goals are fully described in the Requirements section, but in particular they are: To ensure our users can quickly raise calls with the service teams through a modern easy to understand user interface. To ensure all work carried out by the service teams can be easily logged, and the staff raising these calls kept updated. To ensure that the solution is flexible enough to allow for different requirements from each service team when a call is raised. To provide a fully integrated knowledge base to allow for self-service when appropriate. Requirements A summary of the requirements identified in this document, and the priorities placed on them can be found below. Priority Definitions Priority 1 The requirement is essential. – Priority 2 The requirement is needed for a significantly improved system, and the – fulfilment of this requirement would be beneficial. Priority 3 The requirement is desirable. –
In Dundee, a custom SharePoint site is used, hosted on the old intranet servers from the Scottish Crop Research Institute, which is used by IT Services and Estates for Dundee-based staff to raise calls with them. It is proposed that both of these systems are replaced with a new single replacement service desk, so that all Hutton staff have a single place to go to get help from these service teams, regardless of what site they are based at. It is anticipated that may be additional service teams that may wish to also make use of this service desk in the future. Project Term We would ideally be looking for a 3-5 year contract to ensure that pricing is predictable for the coming years and to maximise the work put into moving to the proposed solution. Number of users The institute’s 600-700 staff would be the end users of the solution, using it to raise calls and get support. Currently approximately 30 “agents” deal with the calls themselves across the IT Services, Communications and Estates service groups. Any solution proposed should be based on these numbers, and costs provided based on how this would be licensed. It is assumed that with a concurrent user model, approximately 10 agents would cover this requirement. Reference site The James Hutton Institute is willing to be a reference site for the proposed solution if this brings with it a discount on the cost. Project Goals and Objectives The central objective of this project is to select and implement a single Service Desk solution. The key goals are fully described in the Requirements section, but in particular they are: To ensure our users can quickly raise calls with the service teams through a modern easy to understand user interface. To ensure all work carried out by the service teams can be easily logged, and the staff raising these calls kept updated. To ensure that the solution is flexible enough to allow for different requirements from each service team when a call is raised. To provide a fully integrated knowledge base to allow for self-service when appropriate. Requirements A summary of the requirements identified in this document, and the priorities placed on them can be found below. Priority Definitions Priority 1 – The requirement is essential. Priority 2 – The requirement is needed for a significantly improved system, and the fulfilment of this requirement would be beneficial. Priority 3 – The requirement is desirable.
ITT%20-%20Service%20Desk.docx