IT Service Management Tool

The British Red Cross Society "Red Cross" is a humanitarian organisation that refuses to ignore people in crisis, whoever and wherever they are. We enable vulnerable people at home and overseas to prepare for and respond to emergencies in their own communities and when the crisis is over, we help people recover and move on with their lives.

Red Cross wish to establish a Contract for the delivery and implementation of an IT Service Management compliant tool that is Information Technology Information Library (ITIL V3) certified and covers the ITIL process framework.

The Supplier shall specify and provide options for the deployment of the tool (e.g.: in-house deployment, SaaS etc.).

The solution and service requirements shall include, but is not limited to:

• Web architecture;
• Solution that provides a means to model and automate ITSM work flows;
• Solution that provides the flexibility to easily version processes and provides the ability to run processes in parallel for validation and user acceptance testing;
• Enable processes to be carried out in a consistent manner, in accordance with recognised best practice whilst ensuring adherence to Red Cross' audit and compliance requirements;
• A solution that provides the ability to extend the workflow processes to automate IT process;
• A customizable, user-friendly interface;
• Fully integrated ITIL processes which allows seamless sharing of data throughout, including Incident, Change, Release, Configuration...viding a robust, reliable and innovative ITSM Tool that ensures both technical and end-user confidence and facilitates Return on Investment.

This is a collaborative procurement exercise between Red Cross' Management Information Services (MIS) Team and the Corporate Procurement Team following consultation with key internal stakeholders.

The MIS Team is responsible for the management and delivery of the Red Cross' ICT strategy, with the strategic objective of delivering and maintaining a robust and effective IT service. The Corporate Procurement Team is responsible for the procurement of national goods and services for the Red Cross and the development of procurement processes, procedures, strategies and policies in line with recognised best practice. Thus, this collaborative procurement exercise shall seek to deliver a technically robust and engaging solution that is easy to use and ensures effective issue logging and reporting, on-going service delivery in an efficient cost-effective manner.

The successful Supplier shall be required to evidence best value in their proposal and clearly illustrate added value.

The Contract term shall be for a period of 36 months with the option to extend thereafter on a rolling monthly basis on the agreed Contract charges.

This Contract will be awarded on the basis of the Most Economically Advantageous Tender (MEAT), and Tenderers who meet the minimum Selection Criteria will then be evaluated on a Price / Quality ratio of 40:60.