The aim is to procure and implement a flexible Service Management system that shall support AAS's aim for the establishment of routines, roles and processes based on principles from ITIL. It shall ensure that AAS functions efficiently and in accordance with the Altinn cooperation's needs.
The system shall provide a total overview of cases and infrastructure, and sufficient data. It shall be intuitive, simple to use, and fulfil the contracting authority's functionality requirements.
Furthermore, the system shall support the contracting authority's contact surface with internal unit's final users and external users independent of geographical placement. An aim is that the system shall contribute to raising the quality of the services and at the same time maintain or reduce the contracting authority's costs.
It shall be simple to configure and it must cover the contracting authority's needs as regards the use and implementation of joint work processes and routines based on ITILv3. The work flow/rule engine will be a central element to achieve a seamless processing of the assignments as well as communicating assignments to our suppliers. Furthermore it is important that the system covers the contracting authority's reporting need and allows for a high degree of self-service.
AAS has decided to operate the system internally due to a great need for close integration with other internal systems, as well as having good control of external integrations and security.
The system could also be used by the contracting authority's other units in addition to AAS for registering and following up their own cases. It shall, therefore, be possible to set up separate logical areas with access control so that, for example, a unit can use the system as if they were the only user group. (A group-entity's thoughts where the entities can handle their own cases without necessarily seeing other entities'cases unless rights are explicitly given).
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