IT Service Management

Tenders are invited for Itt265 - it service management
Sunshine coast council is seeking to implement a modern, integrated itsm platform to replace the current service management environment and provide a scalable foundation for improved technology service delivery. the project will initially focus on delivering a minimum viable product (mvp) for core itsm capabilities, including incident, request, change, problem, knowledge, service catalogue, service level management and reporting. the solution must also provide a clear pathway to expand into enterprise service management (esm), software asset management (sam), configuration management database (cmdb) capability and controlled it documentation management. the project is intended to improve service visibility, process consistency, user experience, operational reporting, asset and configuration intelligence, and council’s ability to manage technology services in a controlled, sustainable and continuously improving manner.
the objectives of this procurement are to:
• replace council’s incumbent itsm platform approaching end-of-life.
• deliver core itsm functionality rapidly via mvp.
• provide a scalable platform for enterprise-wide service management.
• establish a reliable sam capability to improve licence compliance, software cost visibility and renewal planning.
• establish a governed cmdb capability to improve change impact assessment, incident resolution and service dependency visibility.
• provide a controlled it documentation repository for systems, applications, vendors, credentials references, runbooks, sops and support procedures.
• enable internal capability uplift for ongoing configuration, administration and continuous improvement.
the initial term of this contract will be for a period of 5 years, with 3 x 12 month extension options.