LU00477 - The Provision of an IT Service Management Tool

The University implemented its first formal IT service management processes in 2011, along with the service management tool (ServiceNow) which it currently uses.

These processes and the tool are used by all members of staff within the central IT Services; and are also partly adopted by a small number of professional services departments along with teams of School IT professionals who are based locally, within academic departments.

Following a review of the current state of the market for service management tools, along with the forthcoming end of the contract with our incumbent supplier, and an increased ambition to deliver fit-for-purpose service management process at Loughborough University, it has become apparent that now is the appropriate time to review our tooling provision in this area.

In light of these factors, the University are seeking to procure and implement an IT service management solution which is able to support our current requirements and future ambitions.

To this end the University is seeking to enter into a contract for the supply and configuration of an IT Service Management Tool for an initial period of 3 years with an option to extend if both parties are in agreement for up to a further 2 years, to be treated as separate 1 year extensions.