GB-Lowestoft: Cefas RFQ for the provision of service desk software

NOTE: This notice was updated on 20 November 2017 for the following reason: This opportunity has been concluded and will be re-advertised on 20th November 2017The Cefas Service Desk provides an IT support service to internal and external customers (approximately 500 users) and wishes to procure a new/replacement Service Desk support solution/suite to support the logging and escalation of incidents and requests for services.

The existing system has been an essential tool for both resolving customer queries and reviewing the performance of Cefas IT services for both internal and external customers in the past, however Cefas would like to take advantage of advancements in new technology and software solutions available and are looking for a cloud based solution, aligned to the ITIL framework which integrates with our existing infrastructure (including Microsoft Windows Active Directory and Microsoft SCCM).

In addition to the above, the preferred solution needs to provide 30 analyst licences to distribute between our Service Desk, IT Services and Application Development teams that provides a wider functionality other than that the basic customer level of access.

The Cefas Service Desk provides an IT support service to internal and external customers (approximately 500 users) and wishes to procure a new/replacement Service Desk support solution/suite to support the logging and escalation of incidents and requests for services.

The existing system has been an essential tool for both resolving customer queries and reviewing the performance of Cefas IT services for both internal and external customers in the past, however Cefas would like to take advantage of advancements in new technology and software solutions available and are looking for a cloud based solution, aligned to the ITIL framework which integrates with our existing infrastructure (including Microsoft Windows Active Directory and Microsoft SCCM).

In addition to the above, the preferred solution needs to provide 30 analyst licences to distribute between our Service Desk, IT Services and Application Development teams that provides a wider functionality other than that the basic customer level of access.

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Additional information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement.