# ITSM SERVICE DESK REPLACEMENT TOOL

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: West Midlands Fire and Rescue Authority
- Contract winner: Ivanti
- Award value: £113,667
- Tender value: £113,667
- Award date: 30 June 2017
- Published: 19 July 2017
- Contract start: 30 June 2017
- Contract end: 29 June 2020
- Stage: awarded
- Procurement category: services
- Notice ID: 3fe5da6d-2d00-44cc-9996-62f514f44535-160959
- OCID: ocds-b5fd17-b7b27ab5-157b-4130-b4f1-d02895855fa3

## Description

WMFS currently utilise 'Web Help Desk' to manage their ICT incident, problem, change and request fulfilment tickets\. WMFS are planning to replace Web Help Desk with a new solution that is stable, reliable and easy to use, and which can provide better reporting and support an improved customer experience\. WMFS requires a software solution that will deliver standard ITSM functionality - a 'Tier 2' ITSM solution to deliver core 'standard' ITSM functionality, ideally using a simple an intuitive collaborative approach - to replace the current tool - with optimal implementation time, tailoring and cost\.

## Related contract awards

- [BOILER REPLACEMENTS AT VARIOUS WMFS SITES](/contracts/ocds-b5fd17-ff01005c-f7d0-479b-a891-13311b4651ff): West Midlands Fire and Rescue Authority
- [THE PROVISION OF GROUNDS MAINTENANCE SERVICES TO VARIOUS WEST MIDLANDS FIRE AND RESCUE AUTHORITY SITES\.](/contracts/ocds-b5fd17-e0eb1cde-9bd9-4376-897d-cdb20daecd88): West Midlands Fire and Rescue Authority
- [FRAMEWORK AGREEMENT FOR REACTIVE REPAIRS AT VARIOUS FIRE SERVICE LOCATIONS](/contracts/ocds-b5fd17-f0eb3bb1-28aa-48ad-a70d-bcf84f51fdde): West Midlands Fire and Rescue Authority
- [SM-BI-C - Ivanti Service Manager - SaaS BI Reporting Server Cloud Subscription to 30/07/2027](/contracts/ocds-b5fd17-f49b8f4b-e415-43a4-9714-c6e25ef50779): University Of The West Of England
- [IT Software Subscription](/contracts/ocds-b5fd17-80a0e16f-d6c1-4072-aa48-627cca860f9e): University Of The West Of England

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/3fe5da6d-2d00-44cc-9996-62f514f44535-160959)