IT Service Management Toolset
The purpose of this tender process is to select a single provider of an ITSM toolset which will provide a business view of all of our IT services.
United Kingdom-Tyne and Wear: System and support services
2013/S 226-393679
Contract notice
Services
Directive 2004/18/EC
Section I: Contracting authority
Home Group
Procurement, 2 Gosforth Park Way, Gosforth Business Park
For the attention of: Laura Davidson
NE12 8ET Tyne and Wear
UNITED KINGDOM
Telephone: +44 1912906080
E-mail: Laura.Davidson@homegroup.org.uk
Internet address(es):
Address of the buyer profile: www.housingprocurement.com
Section II: Object of the contract
Main site or location of works, place of delivery or of performance: North East – Gosforth.
NUTS code UKC
Duration of the framework agreement
Duration in years: 5
The scope of the services required within the toolset:
— Incident management function;
— Request fulfilment function;
— Change management function;
— Problem management function;
— Knowledge management function;
— SACM function;
— Release Management function;
— Service Level Management function;
— Reporting function – the ability to modify and create our own reports for each process, to run detailed reports directly from the toolset;
— Dashboard function;
— A Self Service function for customers;
— The ability to carry out administration duties in house – i.e. changing the name of a field;
— The ability to set different permissions levels and control these permissions in house;
— Citrix and VmWare enabled/compatible;
— Implementation support;
— Comprehensive user training for our Service Desk and other teams including appropriate training for our Technical and Application Management Teams for on -going maintenance activities.
We are looking to implement a complete ITSM solution – able to support our long-term ITIL roadmap. Incorporating configuration tools to enable flexibility and to meet custom needs and support changing requirements. In short, the toolset will enable the efficient management of IT services, customers, contracts, software, hardware, people and processes through a single, easy-to-use interface.
72250000, 72260000, 72510000, 72540000, 72590000, 72610000
The scope of the services required within the toolset:
— Incident management function;
— Request fulfilment function;
— Change management function;
— Problem management function;
— Knowledge management function;
— SACM function;
— Release Management function;
— Service Level Management function;
— Reporting function – the ability to modify and create our own reports for each process, to run detailed reports directly from the toolset;
— Dashboard function;
— A Self Service function for customers;
— The ability to carry out administration duties in house – i.e. changing the name of a field;
— The ability to set different permissions levels and control these permissions in house;
— Citrix and VmWare enabled/compatible;
— Implementation support;
— Comprehensive user training for our Service Desk and other teams including appropriate training for our Technical and Application Management Teams for on -going maintenance activities.
We are looking to implement a complete ITSM solution – able to support our long-term ITIL roadmap. Incorporating configuration tools to enable flexibility and to meet custom needs and support changing requirements. In short, the toolset will enable the efficient management of IT services, customers, contracts, software, hardware, people and processes through a single, easy-to-use interface.
Section III: Legal, economic, financial and technical information
Minimum level(s) of standards possibly required: As specified in the tender documentation.
As specified in the tender documentation.
Minimum level(s) of standards possibly required:
As specified in the tender documentation.
Section IV: Procedure
Objective criteria for choosing the limited number of candidates: As specified in the tender documentation.
Section VI: Complementary information
This portal can be found at: www.housingprocurement.com
Prospective bidders must log onto the site and register as a supplier. Instructions and help are available from the home page. The PQQ document will then be available for completion. Queries from bidders can also be raised within the portal where they will be answered accordingly, allowing total transparency to all other participating bidders.
The Contracting Authority reserves the right to cancel the procurement/tender process and to not make an award of the contract and does not accept any liability for costs incurred in responding to the pre-qualification questionnaire or invitation to tender. Save for any mandatory periods, the timescales indicated in this Contract Notice are approximate and the Contracting Authority reserves the right to amend the same.
Home Group is acting as a central purchasing body on behalf of itself and potentially a range of contracting authorities who will be able to access this framework. Eligible bodies include:
Home Group and any existing or future subsidiary companies (see www.homegroup.org.uk for more information on the Group);
Other Registered Providers in England (providers registered with the Homes and Communities Agency, see www.homesandcommunities.co.uk) and Social Landlords in Scotland (providers registered with the Scottish Housing Regulator, see www.scottishhousingregulator.gov.uk);
Charitable Organisations registered with the Charity Commission for England and Wales (see www.charity-commission.gov.uk ) or the Office of the Scottish Charity Regulator (see www.oscr.org.uk) whose charitable purposes include, but not are limited to, the prevention or relief of poverty; the advancement of education; the advancement of health or saving of lives; the advancement of citizenship or community development; the relief of those in need, by reason of youth, age, ill-health, disability, financial hardship or other disadvantage; and, any other purposes currently recognised as charitable and any new charitable purposes which are similar to another charitable purpose; and Social Enterprises involved in the provision of housing related services/activities or whose activities are similar to those listed above in respect of charitable organisations.