New helpdesk system (IT Service Management Software)

Description

The purpose of the procurement is to procure and implement a new helpdesk system for the Norwegian Directorate for Education and Training within user support, support and problem solving. The system will help to improve the handling of enquiries, incidents and problems. The system must be cloud-based without the need for local installation. The helpdesk system will allow for good information during the processing of cases, both for users and those handling the cases. It will log cases and solutions so that statistics and reports can be extracted, which in turn can provide input for improvements in the form of various measures/projects/changes. The system will be based on the ITIL framework and Incident Management and will initially be used by the internal ICT operations and internal legal departments. It may be possible to roll out the system to other departments at a later time. There is an option to extend the licence for this purpose. Lot 1: The purpose of the procurement is to procure and implement a new helpdesk system for the Norwegian Directorate for Education and Training within user support, support and problem solving. The system will help to improve the handling of enquiries, incidents and problems. The system must be cloud-based without the need for local installation. The helpdesk system will allow for good information during the processing of cases, both for users and those handling the cases. It will log cases and solutions so that statistics and reports can be extracted, which in turn can provide input for improvements in the form of various measures/projects/changes. The system will be based on the ITIL framework and Incident Management and will initially be used by the internal ICT operations and internal legal departments. It may be possible to roll out the system to other departments at a later time. There is an option to extend the licence for this purpose.