Issue details

ITSM Replacement Project

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 type: Key

Decision status: Recommendations Approved

Notice of proposed decision first published: 21/01/2022

Decision due: 11 Jan 2022 by Director of Finance – Anne Ryans

Lead member: Cabinet Member - Finance and Low Carbon (Deputy Leader - Councillor Abdul Jabbar)

Contact: Anne Ryans, Director of Finance Email: 0161 770 4902 Email:

Consultation process

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).