Commercial in Confidence
1
G-CLOUD 4 FRAMEWORK
SERVICE DEFINITION – MODULAR
SERVICE DESK
Capita Division / Supplier:
Service Name:
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Capita Business Services Ltd (Capita)
Modular Service Desk
Document Type: Proposal
Copyright: Capita Business Services Ltd 2016
Commercial in Confidence
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SERVICE DEFINITION – MODULAR SERVICE DESK
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SERVICE OVERVIEW
The Capita modular service desk solution provides for the customer a service desk function for
inclusion in their service management landscape. It is an autonomous solution utilising policies
and procedures, tool integration and positive collaboration. This solution is offered in the context
of a customer whose ITIL processes are mature and will be retained, but where location and
housing of a service desk is felt to be impractical or expensive.
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APPROACH
Users
Published
FSC
Soft
Provision
Self Help
Service Desk
SMT Interface Layer
Service Provider
Desktop Services
Service Provider
Network Services
Service Provider
Data Centre Services
Service Provider
Applications Services
This Service provides a single point of contact service desk function. The service desk is intended
for the receipt of calls, triage and first time fix under related resolver groups direction. The service
desk directs calls to resolver groups but will not review calls against impending SLA thresholds as
this requires the incident management service (See separate offering Capita Incident Management
service). The Service desk does facilitate the use of self-help material but only soft provision of
self-service (I.E. Account creation, deletion or amendment) further functionality will require the
Service Request module (See separate offering Capita Service Request Management service.
Note further functionality can be sought through the related modules for Change and problem
services) within the service desk service the forward schedule of change is published but not
managed. Service transactions are recorded on the service desk with no automated replication or
synchronisation of data, as interface documentation is available.
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Commercial in Confidence
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Capita is an experienced and successful provider of ICT Managed Services to a range of
customers in both the public and private sectors. Effective ICT provision underpins an
organisation's capability to deliver its business objectives. Outsourcing allows for a customer to
realise significant cost savings and efficiency because Capita can leverage economies of scale
and use industry knowledge and experience to create a solution tailored to the customer's
business needs.
Our service management model is based on best practice standards, processes and procedures
gained over many years, and underpinned by the functions and processes outlined in the OGC’s
ITIL V3 Service Lifecycle. This ensures we deliver service management activities that are at all
times predictable, efficiency-driven, proactive and cost-effective.
Service management is core to our success. We have achieved ISO20000-1 certification for our
central engineering teams, for ICT managed services teams at customer sites, such as Devon and
Cornwall Constabulary, and for specific projects like the Ambulance Radio Programme. The
international ISO/IEC20000-1 standard describes an integrated set of management processes for
the effective delivery of services to the business and its customers. This standard is aligned with
and complementary to the OGC’s ITIL framework.
Capita Secure Information Solutions Ltd is the leading provider of economic, efficient and effective
solutions and services across the UK and abroad, by improving customer efficiency at every level
and delivering superior services for less money. To this end the company provides solutions to
help reduce cost, improve service delivery and increase operational performance. This is done by
ensuring that customers achieve optimal performance from their existing ICT investment and
where necessary, use new technology to promote service improvements whilst simultaneously
reducing costs.
Capita has been delivering services and solutions since 1971, initially supplying software to the UK
Police and Fire Services. Over the next decades this expertise and capability was expanded to
include:
 Mission-Critical Control Room Technology
 ICT Managed Services
 24/7 Operational Support Services
 24/7 Disaster Recovery Services
 Professional Services
 Consulting
 Application Development and Support
 Business Process Outsourcing
 Data Centre Services
 Mobile Working
 Professional Services
 Project Management
 Systems Integration
In 2008 Capita received the Queen's Award for Enterprise in the Innovation category for the
continuous development of public safety systems. The Company has worked tirelessly to grow its
customer base and now enjoys productive working relationships with a broad spectrum of both
public and private sector customers.
Today Capita delivers a full range of technology solutions to 52 out of 53 UK Police Forces, 41 UK
Fire Services, all of the Ambulance Trusts in England and Wales, the Highways Agency, the
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Maritime and Coastguard Agency, the MOD, several Central Government departments, such as
the Ministry of Justice and Serious Fraud Office, as well as a number of local authorities including
Gloucestershire County Council and the London Boroughs of Southwark, Lewisham and Bromley.
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PRICING
Capita’s Modular Service Desk Service can either be procured as a fixed term contract or shorter
assignments can be secured via the published day rates.
Full Terms and Conditions for both parties are set out in the Capita Product and Services
Agreement.
File: DOCUMENT1
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Document Type: Proposal
Copyright: Capita Business Services Ltd 2016