Software package and information systems

Tender description

The Bank of England (‘the Bank’) is tendering for a suitable Supplier to provide an IT Service Management solution aligned to the IT Infrastructure Library v3 framework, covering the core functionality as detailed below, with the option to add additional modules in the future to provide functionality for Human Resources and Facilities Management and professional services to cover the implementation of the solution to the Bank. Core Functionality includes: — Event Management — Capacity Management — Incident Management — Problem Management — Service Asset and Configuration Management — Change Management — Release and Deployment Management — Service Level Management — Service Catalogue Management — Request Fulfilment — Knowledge Management — End User Portal — Reporting Additional Requirements The solution will also to be scalable to accommodate growth in use of the service and functionality. The solution will need to provide service continuity and disaster recovery capability — Capability to survey End Users (e.g. customer satisfaction survey) — Notification capability for both IT/Support Users and End Users (email, SMS, in-tool alerts, broadcast messages via End User portal) — Ability to define Resolver groups — Ability to upload and associate files to records (e.g. back out plans for Changes, screen-shots for Incidents) — System and User activity audit logs — Role based access — Automated escalation capability based on Service Level information — Interface capability with a wide range of software and tooling, e.g. Infrastructure monitoring, orchestration tools, security governance/risk/compliance tools, Identity and Access Management tools — Training material and support — Technical capability to support mobile devices and compatibility with HMTL 5.0 — Tool-wide search functionality Look and Feel — Configurable to Bank branding.