Awarded
IT Service Management Solution
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Descriptions
The Council wishes to procure a software solution to support IT service management for incident, request, and problem management.
The solution will include a 'self-service' portal 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 Contract will be awarded for an initial period of 4 (four) years including implementation and go-live.
After the initial period, there will two, 36 month extension options. The full Contract period shall be for a maximum of 10 (ten) years.
Timeline
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Tender Regions
CPV Codes
72253000 - Help-desk and support services
Keywords
24/7 user assistance
service request handling
multi-tier helpdesk
user support ticketing
incident logging system
remote IT support
technical troubleshooting interface
support team coordination
issue resolution workflow
Tender Lot Details & Award Criteria
1 Tender Lots
Workflows
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