Provision of an IT Service Management (ITSM) tool

Tender description

This public procurement competition relates to the provision and implementation of a based IT Service Management tool. The Office of the Revenue Commissioners is the Irish Tax administration. The objectives of this RFT are to acquire a unified high-performance solution that is cloud based to: A. Efficiently manage ticket handling and reporting and do so through an efficient and intuitive user interface and self-service interface. B. Have the capacity for incident, request functionality, change and problem management. C. Contain service asset and configuration management functionality to maintain information about the Configuration Items (CIs) required to deliver an IT service, including their relationships. D. Have the ability to generate reports in line with ISO20000 requirements for various stakeholders. E. Contain security functionality for the solution and its users. F. Allow for automation & ITOM Integration. G. Allow for integration with on premise Active Directory Services with the ability to easily move to Active Directory in the cloud. H. Allow for integration with O365 and MS Teams I. Have the ability to supplement access to external users to aid in L1, L2 & L3 support. Revenue require a suitable partner to lead the proposed solution planning, implementation, and training, drawing on support from Revenue resources as required. Revenue has 7200 staff, the new ITSM tool will be required to support different users throughout Revenue