ITSM Toolset Configuration Resource

Tender description

Why the Work is Being Done The Ambulance Radio Programme is in the process of procuring a new ITSM toolset and requires support in the the configuration and implementation of the toolset. The Ambulance Radio Programme seeks the following outcomes: • Review of the Authority’s current CMDB Model • Review of the Authority’s current data • Recommendations on CMDB Model • Recommendations on building CMDB with current data including design, implementation plan, resource requirements/profiles, testing approach • Recommendations on configuring processes to support the Authority’s ways of working including challenges, prioritisation, implementation plans, resource requirements/profiles, documentation, training etc • A Call-off schedule of activities that is costed and resourced to support the above Additional Information • The successful supplier may also be asked to provide support in other work streams (ITSM related). Further detail will be provided to shortlisted suppliers. Problem to Be Solved ITSM Toolset Configuration Who Are the Users • Authority customers (Trusts) • Authority users (Regional and Central Service Managers) • Authority system administrators (ITSM tool administrators) • Authority Senior Management Dashboard Viewers (ARP Managers) • Authority delivery partners (3rd party services providers) • 3rd Party customers (Future capability) Early Market Engagement Work Already Done Existing Team There is a small programme team currently supporting this work. The successful supplier will work closely with the ARP personnel and ARP suppliers. Current Phase Not started Work Location The successful supplier will be primarily based at St James Court, Great Park Road, Bradley Stoke, South Glos, BS32 4QJ. ARP also have another office at 111 Buckingham Palace Road, Victoria, London which suppliers may be expected to attend. Working Arrangments The individuals/ team will be expected to work on-site. Please see above in regard to office locations. Security Clearance Additional T&Cs Suppliers must respond to the essential and nice to have criteria. Shortlisted suppliers will then be informed and asked to submit their response to the proposal and cultural fit questions. Skills & Experience The successful supplier must hold ServiceNow accreditation Be able to commence work on 14 April 2020 Demonstrable understanding of ServiceNow data structures and management; import/export; table configuration; customisation and data load automation. Demonstrate ability to review current CMDB model Demonstrate ability to propose recommendation on new CMDB model Demonstrate ITIL accreditation Demonstrate project management accreditation Have experience of working collaboratively with an in house project team to establish requirements, develop creative design solutions and to promote knowledge transfer. Nice to Haves Experience of working in the health sector Experience of working in the public sector Experience of working on a 'greenfield' implementation Experience of working in an emergency services enviroment No. of Suppliers to Evaluate 5 Proposal Criteria Please explain briefly your understanding of the requirement, evidenced with examples of the approach that you have undertaken to illustrate how your approach would fulfil the Authority’s requirement? Please present examples of work you have conducted which demonstrates experience of designing a similar service that is made up from elements provided by a range of different Suppliers. Please illustrate any experience of working within an Emergency Services environment. Please describe your approach including an outline plan, risk register and value-added offerings Please describe your approach to effective, transparent and cooperative working practices with the Authority Please explain how you will organise and manage the team for this assignment. Please provide a detailed project team chart with reporting lines showing all key personnel who will be responsible for delivering services. Cultural Fit Criteria At ARP, we want to grow our in-house skills: How would you support this? What skills, time and expertise would you make available and where? (2%) Approach to solving problems as they occur (2%) Delivering collaborative decision-making (2%) Approach to sharing knowledge and experience to build internal expertise and capacity (2%) Attitude towards making mistakes and how this is addressed and communicated to the customer (2%) Payment Approach Capped time and materials Assessment Method Case study Evaluation Weighting Technical competence 50% Cultural fit 10% Price 40% Questions from Suppliers No questions have been answered yet Budget range the budget range for this work is £350,000 - £500,000 for the assignment term.