CGI

CGI - Service Desk as a Service

A user friendly front end to technical services, providing ITIL aligned service desk and service management support.

Features

  • Log and Pass or Technical Service Desk options Available
  • Service Hours flexible up to 24x7
  • Robust service management and reporting capabilities
  • High quality, 5 years Service Desk Institute 5 Star Accreditation
  • Sectors:Justice, Policing, Prosecution, Courts, Prisons, Probation, Central Government, Education,
  • Readiness assessment to incorporate and understand evolving business needs
  • Incorporation of desired business needs to develop vision
  • Communication of strategy to stakeholders

Benefits

  • Consistent, single point of contact for user queries and requests
  • Enables performance reporting and trend analysis

Pricing

£500 per instance per month

Service documents

Framework

G-Cloud 11

Service ID

4 6 4 3 2 1 8 0 6 8 4 9 4 3 3

Contact

CGI

Roger Baileff

07841 602596

gcloud@cgi.com

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We provide a high quality user facing service desk to either log and pass incidents and requests to resolution teams, or attempt some technical resolution (first time fix), depending on scope requirements. Our service management tool enables trend analysis, performance measurement and reporting

Service scope

Service constraints
None

User support

Email or online ticketing support
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
Standard service levels apply - 80% of phone calls answered within 20 seconds, 5% call abandon rate. Other service levels to be defined in accordance with specific requirements

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Pricing

Price
£500 per instance per month
Discount for educational organisations
No

Service documents

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