ServiceDesk Software - London and Quadrant

Tender description

There is a requirement to replace the existing ITSM which is recognised as being obsolete, has very limited functionality & features and is not fit for purpose any longer to support the business' FMO and Modern Operations objectives. Prolonged use of the platform will lead to failure in operational capability of the IT teams involved in providing technology and digital services to the business units. The new ITSM toolset is required to address the following challenges: • Multi-instance cloud architecture with proven scalability for enterprises and state-of-the art advantages in security, reliability, and flexibility. • Consolidate to a single system for complete visibility and provide a single source of reference for IT operations & infrastructure management • Simplify and automate operations to spend more time on business strategy. • Automate manual tasks to get more out of highly skilled workers. • Extend the service model to create a shared services interface for all employee requests across the business. • Reduce maintenance and support costs for assets, technology, and services. • Improve efficiency and service response times/quality. • Maximize return on financial, time, and resource investments. • Define the ITSM process deployment Roadmap and develop a high-level implementation plan to best meet business priorities and support strategic initiatives. The ITSM toolset requested must fully support and be compliant with the ITIL processes listed below: Incident Management Request Fulfilment Service Portfolio Management Service Level Management Service Catalogue Problem Management Change Management Release Management Configuration Management Event Management Knowledge Management Self Service Portal The solution should be highly configurable and extensible, efficiently implemented, and easily upgradable, and offer: • An intuitive, interface that is easily configured to adapt to a wide variety of workflows and processes. • A single, integrated platform that can support rapid creation and deployment of codeless applications within and beyond IT. • Deployment in a modular fashion, allowing the resolution of immediate business needs and the ability to access, configure, and build new applications as our requirements evolve. • Multi-instance cloud architecture with proven scalability for enterprises and state-of-the art advantages in security, reliability, and flexibility. • Upgrades that are delivered automatically and designed to be efficient and compatible with configuration changes and applied with minimal disruption to ongoing operations. • Simple licensing that matches business IT teams' needs.