SPFT ITSM Managed Service Procurement - Restricted Procedure

Tender description

This procurement is the replacement of the Open Procedure for the provision of an ITSM Managed Service. The original procurement (OJEU Document Number 2020/S 054-129774) was cancelled as a result of the impacts caused by COVID-19. The Trust is looking to procure the following: • A fully managed service • A full device refresh of desktop and laptop devices and upgrade to Windows 10 and Office 2019 (see Volumetric Document for device numbers) • An on-Authority premises Service Desk (all Core Hours Service Desk support must be provided on the Authority site) • A full break/fix service and incident management with associated SLAs (financial rights of remedy mandatory) • A fully featured ITSM tool and portal for end users • Full call handling system and alternative contact methods • Change Management Services • Knowledge Management Services • Asset Management and device tracking Services • Problem Management Services • Configuration Management Services • Moves, Adds and Changes • Wi-Fi Service Management (Full Authority private and public Wi-Fi management and break/fix) • Implementation Services including but not limited to setup, training, data migration, testing, go-live, and post go-live support • Ongoing professional services and support