Delivery Partner for the FCDO's Future Service Management (FSM) Programme

This contract is being tendered via CCS's Digital Outcomes and Specialists framework agreement (DOS), RM1043.7.

https://www.digitalmarketplace.service.gov.uk/digital-outcomes-and-specialists/opportunities/14626

Summary of the Work

Define the Operating Model, Organisation Design and toolset strategy for the Service organisation. Document the rationale for make or buy recommendations. Create the Outline Business Case, ensuring approval. Then develop the Full Business Case enabling the programme to implement, ensuring successful transition to the new model.

Why the work is being done / Key drivers:-

• 1.The recent formation of the FCDO and the need to integrate service management processes, functions and teams.
• 2.The organisation's need to merge and build internal service management and integration capabilities.
• 3.Must have a single ITSM Tooling strategy, that delivers maximum autonomy and responsiveness to the user, delivers coherent Management Information, and reduces overall cost of delivery.
• 4.The impending expiry of an existing outsourced Service Management & Integration contract (ex-FCO), which incorporates the following:
• Service Desk - single point of contact for end users and suppliers; and
• Live Services - overall service management of the wider ICT supply chain.
• 5.Modernises the Operating Model in readiness to accept in to service modern technology services, and to reduce the risks of supplier 'lock-in'.
• 6.To build in house capability where appropriate and buy outsourced services where not.
• 7.Modernise the service organisation to meet the demands of the post-covid world.

Problem to be solved:-

The FCDO needs to define, document and implement the target operating model, organisation design and service model for IT Service Management while managing the integration of ex-DfID and ex-FCO service management capabilities. This work will transform, re-compete and transition from the existing SIAM model to the future state.

The Future Service Management Programme is structured in three phases:

1. - Outline Business Case Development and Approval - oversight of any quick wins ie potential early toolset changes.
2. - Procurement, Early Set Up / Implementation and development and approval of Full Business Case
3. - Implementation.

Under Phase 1, the FCDO needs to produce an OBC, supported by the necessary analysis and design collateral. This will include consulting, analysing and documenting the target operating model, organisation design, ITSM Tooling (and business processes) as well as the sourcing model for IT Service Management while managing the integration of ex-DfID and ex-FCO service management capabilities and the exit and transition of the SMI and its functions.

This is expected to include the development and deployment of new ITIL policy and process documentation (including RACI, operational governance and KPIs) and the identification of ITSM toolset changes required to provide orchestration.