IT SERVICE MANAGEMENT SYSTEM

Falmouth Exeter Plus IT Services are looking to replace their existing on premise Service Desk call logging tool (Support works Foundation, Server Build 8799, Client Build 7129), with a hosted, Software as a Service, IT Service Management solution. The current tool does not support existing requirements of the department, with Support works being used for Incident Management, Request Fulfilment and Problem Management only. Knowledge Management, Change Management and the Service Catalogue are currently managed in SharePoint 2010.

Future Plans

Falmouth Exeter Plus IT Services have a target set to achieve certification for ISO 20 00 by January 2019, and the new ITSM solution is a critical element in this project.

The intention of IT Services is to go live with the following processes as when implementing the new ITSM tool:

Incident Management Request Fulfilment Service Catalogue Problem Management Change Management Self Service Portal

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Time Frames Below:

ITT made available to Bidders:

Monday 31st July 2017

Date by which Bidders will need to submit clarifications (if raised) :

Monday 21st August 2017 at 12.00pm

Deadline for receipt of Stage 1 Tender:

Tuesday 29th August 2017 at 12.00pm

Shortlisted bidders stage 2 notified:

W/C 11th September 2017

Stage 2 product demonstrations & Presentation:

W/C 09th October 2017

Preferred Bidder chosen (subject to contract):

W/C 23rd October 2017

Contract Discussion & Award:

W/C 23rd October 2017