ITSM Workflow Management

Tender description

Denbighshire County Council is undertaking market engagement for a new ITSM system to potentially replace our existing system.ITSM, or Information Technology Service Management, is a framework for managing IT services within an organization. It focuses on delivering IT services that meet user needs and align with business objectives. The core idea is to treat IT as a service, ensuring that the IT department is aligned with business goals and provides value to customers.The minimum requirements for the ITSM are:- Incident management- Problem management- Change management- Service request fulfilment- Self Service Portal- Business Intelligence & Reporting- Automation of repetitive functions- Customisation to customer needs and branding- Integration with existing device management solutions such as SCCM and Intune.We are seeking to understand what is currently available in the market and are inviting suppliers to provide a breakdown of the key features and functions their system provides. We also intend to invite suppliers to provide system demos, ideally over MS Teams.We are seeking a fully functional, out of the box solution that requires minimal configuration to meet our operational needs. We are not looking for a development partner.We do not guarantee that this pre-market engagement will result in a procurement exercise.If you can meet the requirements as detailed above, please send an email to procurement@denbighshire.gov.uk with a brief breakdown of the key features and functions of your software by 30th June 2025.