Supply Information Technology Service Management System

Supply Information Technology Service Management System (ITSMS)

SCDC are looking for a suitably qualified and experienced supplier to provide, install, commission and support an Information Technology Service Management System (ITSMS).

Awarding body South Cambridgeshire District Council

Est. value


Est. Start Date: 29/07/2013
Est. End Date: 31/05/2016


The Software Service

SCDC are looking for a suitably qualified and experienced supplier to provide, install, commission and support an Information Technology Service Management System (ITSMS).

The supplier will need to provide a ITSMS for our Information Communications Technology (ICT) and Facilities Management (FM) departments. At SCDC’s discretion SCDC may choose to expand this service to other departments across the Council that have a requirement for call management.

The ITSMS will need to have the flexibility to expand or retract as necessary to meet the changing needs of SCDC. In the event that SCDC merges its operation with other Local Authorities/takes over the service of another Local Authority or shares its service then the solution and the licencing will be flexible to enable SCDC to use the ITSMS under these circumstances.

The ITSMS must be able to manage on site and off site/remote site customers with appropriate tools and to control and monitor calls and ideally integrate with remote tools/other support tools (that SCDC already has) to enable the Agent to efficiently and effectively deal with the call.

SCDC is looking for a commercially available off the shelf turn-key solution and not a bespoke or self-install product. SCDC expect that the successful supplier will deliver a fully installed and configured ITSMS solution.

Self-service out of the box, allowing internal/remote customers to log calls, effectively and where needed, wizard tools to guide the internal customer through a logical and effective problem solving workflow.

SCDC are not looking for an Software as a Service (SAAS) model. SCDC are looking for an on premise product.

SCDC requires the following Licence requirements based on type:
a. Concurrent = 15 Licences
b. A Named Licence option = 25 Licences

SCDC prefers concurrent licences and will undertake the evaluation based on these values, however at its discretion should the product have suitable quality and the option of named licences is financially attractive, then SCDC reserves the right at SCDC’s discretion to accept the option and use the option price as part of the evaluation rather than Concurrent.

Where a named Licences option is provided SCDC must have the ability to re-issue named Licences should the need arise whenever necessary for example e.g. changes in roles/structure & staff changes.

Bids must be returned to South Cambridgeshire District Council, (28/06/2013) no later than (13:00 Hours).

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Associated Documents

These documents are for information only. Please follow instructions for registration and receipt of full tender/quotation documentation.


Additional information

Contract Type One off
Procurement Process One off Interest
Option to extend 2 years
Estimated ValueText Description The value range of this contract is £30k to £60k over the 5 year term.
Category Software,
CPV codes 48000000,
Suitable for SME No

Document Available Until

26 June 2013

28 days

Submission Return By

28 June 2013

30 days

extend contract options:

2 years

Contact Details

South Cambridgeshire District Council
Sean Missin

This contract is being managed by South Cambridgeshire District Council . To request documentation contact