Wakefield Council IT Service Management Solution

Tender description

The Technology and Digital Transformation, in Wakefield Council, provides Information Technology (IT) services to the Council’s technology users. The Council wishes to procure a technical solution to support IT service management (The System). The Council is undergoing transformation to improve existing IT processes and adopt new service management processes to provide a modern and responsive services to all users. A phased approach to implementation will firstly enable the Council is to continue to use the new system for incident, request, and problem management. This will include a self-service approach for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The core solution must: 1. Be Cloud hosted by the Supplier; 2. Be hosted within the UK (United Kingdom) and compliant with relevant UK law; 3. Use additional multi-factor authentication or support Single Sign On using the Councils Azure Active directory