Provision of Services Management System

Tender description

Translink IS currently support 1600 staff across 95 locations using over 200 applications delivered from an estate of 100 servers (physical and virtual). A Service Management system will allow Translink IS to deliver improved services to the business. While the system is primarily for Translink IS department, it should also be capable of being used by other departments within the company that are service based e.g. Customer Service Departments (to record and manage complaints, compliments etc), Marketing, HR. The system must be able to be configured for use by more than one department. While not an exhaustive list the following requirements have been identified; • A scalable solution that can run either within an in-house or cloud environment that uses an industry standard database. • Service Desk to manage incidents. • Ability to categorise and manage Problems • Configuration/Asset database/document control • Change and Release Management • Links to existing systems including Active Directory, Systems Centre Configuration Manager. • Service Contract tracking. • Ability for users to log incidents into system and be updated as their issue progresses to completion. • Tracking budget costs that can be tailored to our budget centres and KPI factors. • Provide automatic notification against defined SLA’s. • Facility for remote data entry and interrogation on mobile devices. • Ability to configure system to meet needs of other Service based departments e.g. Customer Services – to assist with complaints, compliments, lost property etc. • Assurance that the information held can be converted and used by an alternative Service Management system for future contacts. • Ease of reporting to meet different requirements e.g. Service Management reports for Finance Department users, HR users • Provision of Project Management and Training as required to liaise with our IS department, complete the installation to our satisfaction, aid in data conversion from e