Service desk: the 24 hour a day service provided a single point of contact for users seeking assistance relating to any ICT services. It is responsible for logging tickets from multiple channels including phone calls, email, WebChat and the self-service user portal, as well as managing incidents through to resolution by co-ordinating with other suppliers operating in the CPS’s multisupplier model. IT service management (ITSM): services to configure, manage and maintain the
Despite the fact that they operate across a multi-supplier environment, the CPS wanted to ensure that their user experience was seamless, and that users had access to the help and support they required ITSM. This includes incident management, problem management, service level/ priority management, request fulfilment management, service asset and configuration management, knowledge management and service level and MI reporting. Managing the multi-supplier operational environment: operational service management and monitoring across all services relating to the ICT environment, the CPS and other suppliers. This includes managing major incidents to resolution, managing cross-supplier problem
Frameworks
deployment. This includes large project services up to top secret classification. The CPS used the CCS Technology Services 2 framework to find a supplier who could meet their requirements. CGI’s 5-star certified service desk was successful in securing the contract.It acted as the single point of contact for users to obtain assistance and support for all ICT services within the CPS multi-supplier environment. CGI were able to provide CPS with the following solutions:
management process and maintaining the master configuration management database (CMDB). Supplier provided services: delivery of services such as customer satisfaction, IT service continuity management, knowledge management and service, security and issue escalation to support CGI’s own service desk provision. Continuous service improvement: consistently develop to improve the overall service to CPS users. Improvements implemented to date include ticket E
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