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Record Ref : FOI 7836
Date Received : 14/02/2020
Date Completed : 12/03/2020
Organisation : Private Individual
Application Type : Private Individual
Category : Information Technology
Question
1. Does Merthyr Tydfil County Borough Council have an IT department? 2. Does the IT department manage the servicedesk(s) – if not, which department is responsible? 3. Who specifically manages the helpdesk/servicedesk? (Contact name, details)? 4. What IT helpdesk tool(s) is/are in use (eg. SpiceWorks, Freshdesk, etc) if not, how is your IT managed? 5. What is the price per annum of said helpdesk tool(s)? 6. What is the annual budget available for helpdesk tool(s)? 7. What are the requirements of the IT team; or, what the tool(s) is/are used for? 8. What are the redeeming qualities of the tool(s) (and negative qualities)? 9. What is the start date, length and review date of the contract with the helpdesk tool(s)? 10. How many operators currently use the ITSM tool? 11. How many end users currently use the ITSM tool?
Answer
1. Yes 2. Yes 3. ICT Desktop Services Team Leader – ICT.Department@Merthyr.gov.uk 4. In-house developed system. 5. n/a 6. n/a 7. n/a 8. n/a 9. n/a 10. 6 11. 24