Software-related services

Tender description

IMTD use ServiceNow “Jakarta” as its ITSM tool. This system was upgraded from Helsinki to Jakarta in November 2017. The following sections are used to varied degrees within the organisation: – incident management, — change management, — request fulfilment, — problem management, — asset management, — CMDB and the ESS Portal has been activated. The tool is customised (30 %) to allow for standard use (customer specific IT systems and services, customer specific Categories, Subcategories) and integrated with Third Party data centre providers. The Central Bank currently has approximately 1800 + active users and 185 fulfillers. The Central Bank of Ireland’s Information Management and Technology Division (IMTD) provides a help desk which acts as the first point of contact and tier 1 technical support for service Now users in the Central Bank and provides on-site support from 07:00 – 19:30 Monday to Friday with an on-call service for out of hour’s incidents/ issues/faults/queries. Tenderers must provide support during the hours of 08:00 to 18:00 excluding Public Holidays in the Republic of Ireland (the “Covered Hours”).