ITSM Toolset Service and Implementation Support

Tender description

The Authority requires an IT Service Management Toolset (Toolset) based on the Contracting Authority's software as a service delivery model. The Toolset should include configuration, integration, and knowledge transfer to up-skill the Contracting Authority's internal capability and flexibility to move to another service/license model at the Contracting Authority's option. There will be an on-going occasional requirement for professional resources to be provided by the Supplier. Specifically the successful Supplier must provide an integrated Industry Standard ITIL v3 compliant Service Management toolset. The Authority handles large quantities of citizens’ personal data assets, has on-going responsibility to maintain the confidentiality and integrity of that data. Therefore the Authority seek a solution that can meet government and industry standards for security including but not limited to Her Majesty's Government and the Authority's security standards, ISO27001 and PCI-DSS. The Toolset will be capable of supporting an organisation the size and scale of the Authority - approx. 93,000 users, 35,000 incidents p/m. The successful Supplier will provide a solution to which service tower and other suppliers can easily interface using standard integration methods and capable of gaining accreditation to ‘Axelos’, 'Pink Verify'; 'OGC ISS standards' in respect of core and integration capability. The Supplier will provide a solution that is hosted “off-site”, accessible through a web browser with flexibility to provide access to users within the Contracting Authority and across its authorised third party suppliers. The Toolset that is required for Service Integration and Management function will effectively execute and manage ITIL v3 2011 compliant processes covering,:• Service Desk• Incident Management• Problem Management• Request Fulfilment• Access Management• Availability Management• Capacity Management (including Demand Management)• Change Management • Release and Deployment Management• Event Management• ITSC Management• Service Asset and Configuration Management (including Software Asset Management)• Service Catalogue Management • Service Level Management • Financial Management Support • Knowledge Management • Service Validation and Test •Service Transition •Supplier Performance Management •Continual Service Improvement and others as required. The contract is for a period of 3 years with an option for two 1 year extensions. This contract will be for use by the following contracting bodies Department for Social Development Northern Ireland (http://www.dsdni.gov.uk)