Software package and information systems

Tender description

The Association is reaching out to the market to procure a new ITSM tool and respective implementation services (remote or on-sight). The new ITSM tool is required to address the Association's functional specifications, and the implementation is required to be undertaken by the vendor or the vendor's proposed implementation partner. The Association will ensure the availability of the Association's IT service delivery manager to suitably support the project and the successful tendering organisation during the implementation of the new ITSM tool. The Association requires the tendering organisations to submit a pre-qualification response addressing the specifications laid out in the procurement documents. The Association is reaching out to the market to procure a new ITSM tool and respective implementation services (remote or on-sight). The new ITSM tool is required to address the Association's functional specifications, and the implementation is required to be undertaken by the vendor or the vendor's proposed implementation partner. The Association will ensure the availability of the Association's IT service delivery manager to suitably support the project and the successful tendering organisation during the implementation of the new ITSM tool. The Association requires the tendering organisations to submit a pre-qualification response addressing the specifications laid out in the procurement documents. The Association will invite the shortlisted tendering organisations for a 1 day solution presentation during Mo22 to 24th January 2018. This can be provided through teleconferencing. Tendering organisations are required to make themselves available during this timeframe, and the exact date and time of the presentation will be communicated to the shortlisted tendering organisations by Friday 15th December 2017. The tender is due to be awarded in late January 2018, with the objective of starting the implementation February 2018. The tendering organisation shall submit a pre-qualification response outlining how the following requirements for the provision of an ITSM tool will be met by the proposed solution: Incident Management, Ticketing, Reporting and SLA Management The solution must be able to effectively manage support tickets. The solution must have workflow capability, and workflow automation. The solution must support multi-channel engagement with users. The solution must provide the capability to export data to 3rd party tools. The solution must have the ability to report on KPI's, SLA's and operator performance. Service Catalogue and Service Request The solution must provide the ability to publish and use the IT service catalogue to facilitate end-user engagement. The solution must provide the ability to effectively manage end-user requests. The solution must have the ability to partially or fully automate end-user requests and approvals. The solution must have the ability to facilitate multiple types of end-user requests. Problem, Change, Release Management The solution must support effective problem management. The solution must support effective change management including planning and managing the lifecycle of all changes. The solution should support effective release management. Access Management The solution should support effective access management by integrating with Choice Housing ActiveDirectory allowing automated user account update/creation. Event Management The solution should support effective event management. Asset Management The solution must support effective asset management. Knowledge Management The solution must support effective knowledge management. End-user Self Service Portal The solution must have end-user self-service functionality including recording, managing and tracking progress of incidents and requests, and attaching documents to incidents and requests. Additional Features The solution must be cloud based. The solution must have the ability to be branded ‘Choice Housing’. The solution should be accessible from mobile devices for end-users and IT support officers. Solution training and training material must be provided by the vendor or by a partner of the vendor. The solution must provide the ability for audit trail. The solution should have functionality to allow integration to other 3rd party monitoring tools and access systems. Implementation and Planning The solution implementation must be led by the vendor or by a partner of the vendor. The tendering organisation must provide a high level implementation plan detailing key milestones, dependencies, activities and resources requirements.