To establish a system that will log calls, generate reports, manage assets and enable ICT to assist users remotely. The system will also assist ICT in the establishment of procedures and adherence to the set standards of helpdesk call management. The system will be established to enable ICT to keep records of all calls, and serve as a reporting tool; this will go a long way in improving the ICT service delivery and turnaround time. This will be done be implementing a system that is standard driven (Information Technology Infrastructure Library).
In scope:
Conduct research;
Schedule demonstration sessions with different service provides;
Procure a service desk system;
Contract;
Implementation; and
Close-out.
Scope Change Request:
The will be no drafting of a contract in this project, since the ICT department made use of the helpdesk solution in one of the ICT operations systems, because it had a helpdesk functionality. Therefore no contract is required since it forms part of a system that had been purchased already.
