Replacement IT Service Management (ITSM) System

The Council is seeking to appoint a suitably experienced and qualified Provider (the Provider) to deliver a cloud-hosted replacement IT Service Management (ITSM) system.

The current ITSM tool has been in place since 2015. With the advancement of technology, the Council is keen to take advantage of up-to-date technology, functionality, current call handling and asset management systems to improve and enhance service delivery to its customers.

Addendum A provides bidders with overview information about the current IT infrastructure, services, and support, including any standards/policies/technical requirements. This will allow bidders to gain an understanding to ensure appropriateness of their solution(s) and enable them to provide an accurate pricing for the implementation and running of their services.

Addendum B outlines potential future requirements for a Customer Relationship Management (CRM) system, Customer Portal, and Electronic Document Management (EDM) solution. Should the selected ITSM solution demonstrate the capability to meet these requirements, the Council reserves the right, at its sole discretion, to extend the scope of this contract to include some or all of these components.

The initial contract term is expected to be five (5) years, with the possibility of extension for up to two (2) additional periods of 24 months each and a further period of 12 months. This allows for a maximum potential contract duration of ten (10) years. During any extension periods, the Council retains the right to modify the scope of support requirements as necessary.

This procurement is being run as a Further Competition under the Crown Commercial Services Back Office Software 2 (BOS2) RM6285 framework.