Decision details
ITSM Replacement Project
Decision Maker: Director of Finance
Decision status: Recommendations Approved
Is Key decision?: Yes
Is subject to call in?: No
Purpose:
To fund a capital cost of £80K and an
annual uplift of £9.6K to replace the Information Technology
Service Management (ITSM) system that is used by Unity IT and the
Oldham Council Agresso team to manage IT and Finance services
respectively to Oldham Council and partners.
Decision:
RESOLVED - That: Replace the ITSM system with
the SysAid ITSM solution.
Reasons for the decision:
Option 1 - Option One - Do nothing.
This will result in the Oldham estate retaining an IT solution that
is already in breach of the PSN standards and most likely result in
Oldham Council failing to gain PSN accreditation. It would be
leaving a critically vulnerable system in place with no remediation
strategy, and the supplier also cannot offer support for the system
anymore. The IT service offering will also suffer due to the
inadequacies of the current system.
Option 2 - Option Two - Replace the ITSM system with the SysAid
ITSM solution.
Make an investment of £79,870 to cover the implementation
costs of IT resource effort to implement SysAid. There is also an
annual uplift cost of £9,638 over the incumbent system to
fund the SysAid system itself and includes an uplift of
£2,673 per annum for the Agresso Helpdesk. This is a slight
increase on the existing system which is included in the Core IT
Fee. The contract with SysAid will start with an initial term of
three years and will be subject to change after the initial
period.
The implementation of SysAid will eliminate critical PSN
vulnerabilities on the Oldham IT estate and will receive regular
product updates to keep the system up to date. The SysAid solution
has been deemed to be the most cost-effective solution currently
available in the industry for the needs of Unity Partnership and
Oldham Council.
In addition to the security improvements, the new solution will
enable IT to have increased operational delivery capabilities than
what was possible with ResolvelT allowing for enhanced focus on
delivery outcomes to the end-user community. There is potential for
a more advanced self-service capability than what is currently
available within ResolvelT.
The system has Cloud "Software as a Service" (SaaS) hosting to
allow greater accessibility and remove any reliance on local
hosting at the Civic Centre.
Alternative options considered:
Option 1
Other reasons / organisations consulted
Discussions have been undertaken primarily
within Unity IT as well as with the Council Information Management
team to look at potential solutions for the remediation of the
problems experienced with the ResolvelT system.
Unity IT has completed a market assessment of ITSM toolsets. This
was conducted to explore what ITSM solutions are available and to
compare the benefits/disadvantages of each solution over one
another. The primary focus was on identifying the most appropriate
solution with the toolset that would enable Unity Partnership and
Oldham Council to make business efficiency savings.
Following a period of market assessment, including the review of
Allied Digital's latest ITSM offering, it was agreed as a key
architectural decision that the most suitable solution would be the
Cloud Saas solution offered by SysAid. The solution provided by
SysAid provides all the essential and desired functionality of a
modern SaaS-based ITSM solution whilst maintaining an annual price
point similar to the incumbent solution (£40 - 55k per annum)
and far below that of the market leaders, ServiceNow and BMC Remedy
(£100 - 120k per annum).
Contact: Anne Ryans, Director of Finance Email: anne.ryans@oldham.gov.uk 0161 770 4902.
Publication date: 21/01/2022
Date of decision: 11/01/2022
Accompanying Documents: