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
Lead member: Cabinet Member - Finance and Corporate Resources
Contact: Anne Ryans, Director of Finance Email: anne.ryans@oldham.gov.uk 0161 770 4902.
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).
Decisions
- 21/01/2022 - ITSM Replacement Project