The Division’s helpdesk is managed using some software originally developed some time ago: we have been planning to replace it but with the uncertainly surrounding the centralisation of ICT services it was not thought prudent to invest resources in a new or upgraded solution that may be defunct if and when centralisation proceeded. The recent IT & Infrastructure planning day highlighted the need to press ahead with an update: among other things to provide staff with information about where their jobs were in the system.
BLIS has been using the Computer Associates UniCenter ServicePlus Service Desk solution (http://www3.ca.com/Solutions/Product.asp?ID=191) for more than a year, and recently HDS also began using it (previously HDS didn’t have a computerised request tracking system). BLIS has offered us access to their system, for which they have requested a modest fee to help them cover the costs of the infrastructure. We would also need to buy 4 or 5 licences and provide analyst and administrator training for our help desk people.