Supply and Initial Implementation of an ITSM tool

Tender description

Why the Work is Being Done The IT Dept. of LBR are looking to: • Improve the service delivered to the end users, • Provide improved and more timely internal processes, • Reduce on-going ITSM tool costs The work will commence in early Autumn 2017 and complete within 3 months for the initial implementation. Problem to Be Solved • A hosted or SaaS solution is required • Alignment/support for all ITIL processes • Multi -tenancy is required to support Enterprise Service Management • Based around portal, service/request catalogue and user self service • Request processes to be customer configurable, based around workflow, without need for specialist technical/coding skills • Multi-channel communication capabilities – email, text, im, social media etc • Knowledge base • Asset management / CMDB • Integration with AD/MS Office/Office 365/Azure/CRM • Queries and dashboards – standard and user/customer configurable • Comprehensive/flexible performance reporting for ITIL processes - based around SLAs, KPIs Who Are the Users Users need to access IT support any time anywhere to support the SMART way of working. Have the ability to review current and past requests and issues from any device and check any services or assets assigned to them. Support Analysts and Managers need to be able to identify and manage requests and issues and handle them in a timely manner using predefined workflow and measures. Ad hoc and scheduled reporting of user issues or requests provides full visibility of the current state, including service measures (UC's, OLAs and SLAs) and process KPIs Early Market Engagement Work Already Done Existing Team The LBR ITSM Project Team consists of: Dedicated ITSM PM Customer Services Manager Lead Service Desk Analyst Asset and Procurement Analysts Various support analysts, mainly for testing Current Phase Discovery Work Location The majority of the work will be conducted at: Lynton House, 255-259 High Road. Ilford, Essex. IG1 1NN Working Arrangments The LBR team will be available from 0830 to 1630 hrs Monday to Friday excluding BH. The site is less than 20 mins by train from Liverpool St. station on the TfL Rail Line in Zone 4. As such, travel and subsistence expenses are expected to be minimal. Security Clearance Additional T&Cs Skills & Experience Provide a SaaS or Hosted solution A multi - tenancy capability in the solution Provide a solution based around portal, service/request catalogue and user self service Solution to be customer configurable, based around workflow, without need for specialist technical/coding skills Solution must provide multi-channel communication capabilities – email, text, IM, social media etc The solution must provide an integrated Knowledge base The solution must support asset management / CMDB The solution must provide potential integration with AD/MS Office/Office 365/Azure/CRM The solution provides reporting, queries and dashboards – standard and user/customer configurable The solution provides comprehensive/flexible performance reporting for ITIL services - based around SLAs, KPIs The solution shall have an intuitive, modern, easy to use interfaces – minimal training required Nice to Haves No. of Suppliers to Evaluate 10 Proposal Criteria How the approach or solution meets your organisation’s policy or goal Value for money Estimated timeframes for the work Cultural Fit Criteria Be transparent and collaborative when making decisions Understand the costs constraints of Borough Councils and the pressure to increase service performance Payment Approach Fixed price Assessment Method Written proposal Evaluation Weighting Technical competence 50% Cultural fit 10% Price 40% Questions from Suppliers Budget range