First Group Service Desk Managed Service Procurement Tender

Tender description

The proposed solution seeks to integrate Service Desk services more closely with one Service Desk team who will be the single point of contact for FirstGroup staff, internal support groups and other suppliers. Our solution will also deploy a common IT Service management toolset across the Group, across existing third-party services and in house teams; and at the same time provide cost efficiencies that generate year-on-year cost savings. Lot 1: The proposed solution seeks to integrate Service Desk services more closely with one Service Desk team who will be the single point of contact for FirstGroup staff, internal support groups and other suppliers. Our solution will also deploy a common IT Service management toolset across the Group, across existing third-party services and in house teams; and at the same time provide cost efficiencies that generate year-on-year cost savings. The single Service Desk provider and team will own and manage all FirstGroup contacts, incidents, IT service requests and enquiries from initial identification, with the aim to restore user services as quickly as possible. This includes regular communication with FirstGroup staff and suppliers as necessary to ensure the speedy resolution of issues. The single Service Desk provider will own all incidents throughout their lifecycle. This includes, but is not limited to, the following service aspects: - Incident, Change, Problem and Knowledge Management - IT Service Request Fulfilment and Management - IT Access Management - Major Incident Management - All tasks and actions based on and enacted according to FirstGroup's Policies and Processes. Duration of contract: 36 months