Supply Information Systems IT Service Management Tool

Supply Information Systems IT Service Management Tool

The University of Westminster wishes to transition from our existing operational support service (the tool), with some support from external organisations, and purchase a managed, cloud-based solution (Software as a Service, (SaaS).

United Kingdom-London: Software package and information systems

2015/S 237-430608

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

University of Westminster
101 New Cavendish Street
For the attention of: Mitch Dalgleish
W1W 6XH London
UNITED KINGDOM
Telephone: +44 2079115000
E-mail: itsmtender@westminster.ac.uk
Fax: +44 2079115144

Internet address(es):

General address of the contracting authority: www.westminster.ac.uk

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

Body governed by public law

I.3)Main activity

Education

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting authority:

Information Systems IT Service Management Tool.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 7: Computer and related services
Main site or location of works, place of delivery or of performance: London.

NUTS code UKI

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement

II.1.5)Short description of the contract or purchase(s)

The University of Westminster wishes to transition from our existing operational support service (the tool), with some support from external organisations, and purchase a managed, cloud-based solution (Software as a Service, (SaaS).
This service must be robust, reliable, and secure, and have appropriate service level guarantees. The tool must support straightforward, flexible reporting in order to measure the success of the ITIL process implementation and the quality of the service provided by IS. The overall transition away from the existing tool (the first phase) must be completed by July 2016.
This project is responsible for providing the underpinning technology to support the implementation and ongoing operation and management of ITIL processes in Information Services (IS). The initial focus will be for the tool to support Incident, Problem, Change (including Service Introduction), Service Catalogue Management, Request Fulfilment and customer Self-Service capabilities. We intend in the future to implement further capabilities, such as Knowledgebase, CMDB, Service Level, Task, Resource and Demand Management.
Other processes will follow in subsequent phases of this project, therefore the solution must include capabilities for CMDB, Release Management etc.
The University also has a long term aim of providing a shared Service Desk so that IS can work more closely with colleagues in other departments (such as Finance, HR and Estates) in responding to customer needs. We therefore require a tool that can provide basic ticketing and workflow capabilities for queues that sit outside of the ITIL rule-set. It is also desired that integration facilities are in place such that the tool selected can operate as an initial triage layer in conjunction with other ticketing systems underlying specialist tools (such as those commonly found as part of Facilities Management Software).
Note: the purpose of this tender is primarily tool focused, to replace the current tool (OTRS) and provide the capabilities to support ITIL process implementation, not to implement processes, that is the responsibility of the internal project.

II.1.6)Common procurement vocabulary (CPV)

48000000

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no

II.1.8)Lots

This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

The University of Westminster wishes to transition from our existing operational support service (the tool), with some support from external organisations, and purchase a managed, cloud-based solution (Software as a Service, (SaaS).
This service must be robust, reliable, and secure, and have appropriate service level guarantees. The tool must support straightforward, flexible reporting in order to measure the success of the ITIL process implementation and the quality of the service provided by IS. The overall transition away from the existing tool (the first phase) must be completed by July 2016.
This project is responsible for providing the underpinning technology to support the implementation and ongoing operation and management of ITIL processes in Information Services (IS). The initial focus will be for the tool to support Incident, Problem, Change (including Service Introduction), Service Catalogue Management, Request Fulfilment and customer Self-Service capabilities. We intend in the future to implement further capabilities, such as Knowledge-base, CMDB, Service Level, Task, Resource and Demand Management.
Other processes will follow in subsequent phases of this project, therefore the solution must include capabilities for CMDB, Release Management etc.
The University also has a long term aim of providing a shared Service Desk so that IS can work more closely with colleagues in other departments (such as Finance, HR and Estates) in responding to customer needs. We therefore require a tool that can provide basic ticketing and work-flow capabilities for queues that sit outside of the ITIL rule-set. It is also desired that integration facilities are in place such that the tool selected can operate as an initial triage layer in conjunction with other ticketing systems underlying specialist tools (such as those commonly found as part of Facilities Management Software).
Note: the purpose of this tender is primarily tool focused, to replace the current tool (OTRS) and provide the capabilities to support ITIL process implementation, not to implement processes, that is the responsibility of the internal project.

II.2.2)Information about options

Options: no

II.2.3)Information about renewals

This contract is subject to renewal: no

II.3)Duration of the contract or time limit for completion

Duration in months: 36 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract

III.1.1)Deposits and guarantees required:

The University reserves the right to require deposits, parent company guarantees or other forms of security.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: yes
Description of particular conditions: A demonstration of software capability to support required processes i.e. initial configuration and testing of the products), subsequent implementation of system(s) and software maintenance.
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: Companies wishing to bid for this requirement will be required to satisfactorily complete the University’s pre-qualification questionnaire available on request to itsmtender@westminster.ac.uk

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Companies wishing to bid for this requirement will be required to satisfactorily complete the University’s pre-qualification questionnaire available on request to itsmtender@westminster.ac.uk

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:

Companies wishing to bid for this requirement will be required to satisfactorily complete the University’s pre-qualification questionnaire available on request to itsmtender@westminster.ac.uk

III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: yes

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Restricted

IV.1.2)Limitations on the number of operators who will be invited to tender or to participate

Envisaged number of operators: 6
Objective criteria for choosing the limited number of candidates: The evaluation criteria as set out in the PQQ: Preliminary/Compliance, Economic and Financial Standing = Pass/Fail; Legal Competence =15 %; Technical Capacity=75 %; Health and Safety=10 %.
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

16/02

IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

IV.3.4)Time limit for receipt of tenders or requests to participate

15.2.2016 – 12:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no

VI.3)Additional information

To clarify: deadline for receipt of PQQ 8.1.2016, deadline for receipt of tender submission from shortlisted suppliers 15.2.2016.
VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

University of Westminster
101 New Cavendish Street
W1W 6XH London
UNITED KINGDOM
E-mail: itsmtender@westminster.ac.uk
Telephone: +44 79115000
Internet address: http://www.westminster.ac.uk
Fax: +44 79115144

VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

3.12.2015

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