Software package and information systems

Tender description

The University of Westminster wishes to transition from our existing operational support service (the tool), with some support from external organisations, and purchase a managed, cloud-based solution (Software as a Service, (SaaS)). This service must be robust, reliable, and secure, and have appropriate service level guarantees. The tool must support straightforward, flexible reporting in order to measure the success of the ITIL process implementation and the quality of the service provided by IS. The overall transition away from the existing tool (the first phase) must be completed by July 2016. This project is responsible for providing the underpinning technology to support the implementation and ongoing operation and management of ITIL processes in Information Services (IS). The initial focus will be for the tool to support incident, Problem, Change (including Service Introduction), Service Catalogue Management, Request Fulfilment and customer Self-Service capabilities. We intend i. The University of Westminster wishes to transition from our existing operational support service (the tool), with some support from external organisations, and purchase a managed, cloud-based solution (Software as a Service, (SaaS)). This service must be robust, reliable, and secure, and have appropriate service level guarantees. The tool must support straightforward, flexible reporting in order to measure the success of the ITIL process implementation and the quality of the service provided by IS. The overall transition away from the existing tool (the first phase) must be completed by July 2016. This project is responsible for providing the underpinning technology to support the implementation and ongoing operation and management of ITIL processes in Information Services (IS). The initial focus will be for the tool to support Incident, Problem, Change (including Service Introduction), Service Catalogue Management, Request Fulfilment and customer Self-Service capabilities. We intend i.