United Kingdom-Tyne and Wear: System and support services – Framework Lead

The current contract for System and support services – Framework Lead is projected to end on 18-APR-19 and may be available for retender.
Description:
Title attributed to the contract by the contracting authority:: Home Group- IS: IT Service Management Toolset.

Type of contract and location of works, place of delivery or of performance: Services
Main site or location of works, place of delivery or of performance: North East – Gosforth.
NUTS code UKC

Information on framework agreement: Duration of the framework agreement
Duration in years: 5

Short description of the contract or purchase(s): The purpose of this tender process is to select a single provider of an ITSM toolset which will provide a business view of all of our IT services. The toolset will enable us to manage all ITIL processes throughout their life cycles at an efficient and effective rate. It will also enable us to automate the workflow of our ITIL process framework.
The scope of the services required within the toolset:
– Incident management function;
– Request fulfilment function;
– Change management function;
– Problem management function;
– Knowledge management function;
– SACM function;
– Release Management function;
– Service Level Management function;
– Reporting function – the ability to modify and create our own reports for each process, to run detailed reports directly from the toolset;
– Dashboard function;
– A Self Service function for customers;
– The ability to carry out administration duties in house – i.e. changing the name of a field;
– The ability to set different permissions levels and control these permissions in house;
– Citrix and VmWare enabled/compatible;
– Implementation support;
– Comprehensive user training for our Service Desk and other teams including appropriate training for our Technical and Application Management Teams for on -going maintenance activities.
We are looking to implement a complete ITSM solution – able to support our long-term ITIL roadmap. Incorporating configuration tools to enable flexibility and to meet custom needs and support changing requirements. In short, the toolset will enable the efficient management of IT services, customers, contracts, software, hardware, people and processes through a single, easy-to-use interface.

Information about variants: Variants will be accepted: no