Service Desk and BI Reporting Subscriptions

Description

Renewal of Ivanti Service Desk and BI Reporting SaaS subscriptions to support IT service management and reporting across Cardiff and Vale University Health Board. Lot 1: The Service Desk and Business Intelligence (BI) Reporting subscriptions support the IT Service Management (ITSM) function within Cardiff and Vale University Health Board (CAVUHB). The solution provides a centralised platform for managing IT incidents, service requests, automation tasks, and reporting activities across the Health Board’s IT infrastructure, including a large estate of physical and virtual servers across multiple hospital sites. The system enables efficient communication between users and the IT Service Desk, helping to resolve technical issues, manage service delivery, and minimise downtime of critical systems that support clinical and operational services. The BI reporting functionality also provides management insight into service performance, trends, and operational activity, supporting informed decision-making and continuous improvement of IT services. These subscriptions form a key component of the Health Board’s digital infrastructure, ensuring that IT support services operate effectively and that systems used by staff across hospital sites remain reliable and accessible.