PURCON1054 - Cherwell Managed Service IT

Tender description

1.1 The IT and Computing Services division provide IT services for staff and students at the University of East Anglia. Our service desk and technical teams use the Cherwell Service Management tool to manage services and support service delivery. Cherwell is used for service request management, incident management, asset and configuration management, and knowledge management in particular. The division has recently launched a significant service management project to further improve our existing practices, and to introduce new efficient service management procedures, within Cherwell. The project has coincided with the loss of our Cherwell system administrator and developer. Consequently, we're looking for a partner organisation to help in two main areas: i) to undertake the day-to-day system administration and maintenance of our Cherwell system, ii) to undertake Cherwell system development and configuration work to help us further improve our service management practices, and to extend the system to another business unit. Our expectation is that more system development and configuration work will be needed initially to help us improve the performance of Cherwell, to help us extend Cherwell to another business unit, and to help lay the foundations of strong service management practice based on best practice and the ITIL4 framework. Our current contract with Cherwell expires 31/07/23 likely to be extended for a further year until 31/07/24, this managed service contract will reflect this.