The National Archives of Australia (NAA) has flagged it will implement a new IT Service Management software in an attempt to align its ICT with help desk best practice.
In NAA documents the organisation said the IT Service Management software would provide visibility of incidents and problem trends that would improve its help desk practices and procedures. It will replace the existing product that is not aligned with best practice and is approaching its end of life.
The software will include functionalities such as incident management, problem management, change management, known errors, knowledge base, configuration management, active directory integration, service level management, customer portal, reporting and implementation.
The NAA said the project would take about five months to deliver and would cost up to $130,000.