Supplier log in
IT Service Management Solution
Details
|
Tender Closed
|
|
| RFx ID : | 17046708 |
| Tender Name : | IT Service Management Solution |
| Reference # : | TB15-47 |
| Open Date : | Wednesday, 2 December 2015 10:30 AM (Pacific/Auckland UTC+13:00) |
| Close Date : | Friday, 29 January 2016 12:00 PM (Pacific/Auckland UTC+13:00) |
| Department/Business Unit : | Information Technology Services |
| Tender Type : | Request for Proposals (RFP) |
| Tender Coverage : | Sole Agency [?] |
| Categories : |
|
| Regions: |
|
| Exemption Reason : | None |
| Required Pre-qualifications : | None |
| Contact : |
Iestyn Burke i.burke@massey.ac.nz 06 9517278 |
| Alternate Physical Delivery Address : | |
| Alternate Physical Fax Number : | |
The purpose of this RFP is to select a service provider who has the capability, capacity and experience to deliver a robust IT Service Management (ITSM) Solution for Information Technology Services (ITS) over the envisaged contracted term.
Massey University ITS is continually seeking to improve its ITIL Service Management practices. As part of this capability uplift we are seeking an integrated IT Service Management platform delivered as a Software as a Service (SaaS) or Cloud Solution. This solution would be used to publish and manage the ITS catalogue of Services, manage SLA’s relating to end-user incidents, service requests and change requests, and manage the subsequent workflow. The goal being to enable the University’s ITS team to better engage and deliver to our customer community, and manage the subsequent work programmes internally across the IT teams as efficiently as possible.
Objectives of the ITSM Solution
In uplifting the toolset capability, Massey University is seeking to obtain the best value by:-
• Improving Massey University customer outcomes, through better integration of IT processes and information, performance reporting, and improving communication channels.
• Cultivating ITS customer engagement by providing a Service Catalogue style interface to all ITS provided IT Services.
• Improving the end-user experience by providing self-service functionality through delivery automation.
• Increasing toolset efficiency of use by reducing the need for copy/paste between toolsets, and capture, categorise, and search Service Knowledge from one place.
• Improving ITS staff efficiency and collaboration, by automating workflow and activities as much as possible, and creating a set of standardised processes through a single flexible ITSM toolset.
• Reducing toolset costs by investigating the market for the latest industry leading products.
• Simplifying ITSM toolset management for Massey by outsourcing hosting and release management to an experienced Software as a Service (SaaS) or Cloud Solution provider.
