The Cara Group has won an EU Journal tender to roll out an IT service management solution for the Department of Foreign Affairs. The objective is to establish best practice ICT service management and support more than 1,300 of the department’s personnel in Ireland and on missions abroad.
The system Cara will be rolling out for the department will be an IT infrastructure library- (ITIL) based service management solution, which includes service management, service management technology, a team of 15 service personnel and business process development.
“Over the past number of years we have developed an ITIL based service management approach underpinned by leading-edge technology and we have developed a team of support personnel who are experienced in meeting and exceeding the expectations of public sector clients in the provision of this integrated support service,” said Dave Moore, manager of Cara’s managed services practice.
According to the company, the benefits to the department of rolling out the solution include the ability to provide a proactive service, streamlining the support processes and deliverables, improved management and delivery of service level agreements and an integrated service offering underpinned by leading-edge technology.
The skillsets of the Cara service delivery team range across a broad spectrum of ICT skills including infrastructure support, network administration, deskside support and service desk management.
“We look forward to the establishment of best practice in service management, to provide our users with world class support, and to implementing the CARA solution to improve efficiency and effectiveness in delivering the service to our users both at home and abroad,” said Joe Nugent, head of the ICT unit at the department.
By John Kennedy