Service Management System

The Council wishes to award a contract for a technical solution to support IT service management, ("the Contract"). They require a "commercial-off-the-shelf" hosted solution.

The Council's Technology & Change (T&C) business unit includes two IT service providers, corporate ICT and Schools ICT who between them provide IT services to NYCC, Selby District Council staff, schools, other public sector organisations and the private sector. The two providers currently use different service management systems but the plan is to consolidate these into a single solution.

T&C have formally adopted ITIL as its Service Management framework along with accreditation to the ISO/IEC 20000 standard for the corporate service. They use the current software to manage the lifecycle of ITIL processes such as Incident Management, Request Fulfilment, Change Management and Problem Management. It also integrates with the Self-Service Portal so that all end users are able to raise their own Incidents and Requests. A project has been established to improve existing and adopt new Service Management processes, some of these process will be greatly assisted by Service Management application and, as such, these needs must be addressed within the same solution.

Further details are in the procurement documents available on YORtender (www.yortender.co.uk) ref DN388786.