Enterprise Service Management Solution - Market Engagement

Tender description

Essex County Council are looking to replace or update its current ITSM Solution with a view to enhancing and capitalising on latest technology and industry best practice capabilities. This requirement is in line with ECC's on-going IT Strategy to modernise IT Service Delivery and to support our ongoing service improvement agenda. ECC seek to engage a single Supplier to provide an ESM Solution, inclusive of implementation consultancy services and a post implementation maintenance and support agreement. The Solution must be cost-effective in licensing, implementation and support, taking into consideration our organisational size and usage requirements as detailed below. ECC delivers Support Services to circa 9,000 internal service users. ECC forecasts over 90,000 support transactions this year. The estate includes IaaS, PaaS, SaaS and end user devices, including BYOD, servicing a hybrid, mobile workforce. Approximately 1000 members of staff, across IT, HR, Business Support, Finance and Information Governance use the ESM solution to deliver Support Services, with concurrent usage at around 200. The Solution must include 'out of the box' Rest API integration capability and be PinkVERIFY-certified for ITIL alignment, for practices including but not limited to: Service Desk, Incident Management, Problem Management, Service Request Management, Change Enablement, Service Configuration Management, Release Management, Service Level Management, Portfolio Management, Service Catalogue Management, Supplier Management, Knowledge Management, Service Financial Management. The outcome of this Early Market Engagement Notice is to obtain expressions of interest and invite interested Suppliers to participate in follow up calls to discuss their Solutions. The discussions will include a set of fixed questions in order to ensure a fair and transparent approach. ECC reserve the right to decide which Suppliers are requested to take part in the follow up calls. We are requesting that interested Suppliers complete a questionnaire via the following link: https://forms.office.com/e/mzpFXQ4etN .