Content

Procurement of licensing to support the
continued use of the Council’s internal case management
system (HaloITSM).

Reasons for the decision

The Council uses an internal case management
system to provide a mechanism for internal cases to be raised and
managed, including Finance, ICT, HR, Procurement and Reprographics
cases. The system also holds the Council’s ICT asset register
and guidance to support internal self-service of matters in these
areas. Licensing is required to support the continued use of the
system.

Alternative options considered

Alternative option 1: Cease use of an internal
case management system
This would require the Council to revert to legacy methods to log
and manage work between internal teams. This would likely introduce
challenges of inefficiency and an over-burdening of departmental
email mailboxes. Managers are likely to find it difficult to
monitor individual and overall departmental workload. There would
also be a risk of inefficient task prioritisation.
Alternative option 2: Implement an alternative internal case
management system
Whilst there are potential benefits to the Council’s
collaboration with Waverley Borough Council of merging into a
shared solution, a complete system migration would require a time
investment from all teams that currently use the HaloITSM platform.
It would also be expected to incur implementation costs. With Local
Government Reorganisation for the Surrey region planned, it was not
considered value for money to incur these costs so close to the
reorganisation which will need to consider the internal case
management needs of a wider userbase.
As the Council is satisfied with the existing solution, extending
the use of the existing platform was therefore considered best
value for money on this occasion.