Provision of Service Desk Management System

Tender description

Failte Ireland requires a SaaS based, ITIL aligned service management solution to manage all Change, Problem, Incident Management and Service Request tickets across several teams including ICT, Digital Enterprise Corporate Services, Human Resources etc. The system will be used by both internal (users and agents) and external agents from designated third party vendors. The system should incorporate knowledge base functionality and have excellent reporting capability with the ability to create custom reports. Furthermore, the system reporting will be required to be highly customisable to incorporate the varying needs of each department. The system must provide excellent performance and high availability and resilience. A license for the off-premises service desk management system will be required for a period up to a maximum of 7 years.