IT Service Management System

Tender description

This Market Engagement Questionnaire is being made publicly available to any organisations interested in the provision of an IT Service Management System (ITSM) for South Lanarkshire Council (the Council). This exercise is intended to provide potential bidders with the opportunity to view and comment on the Council’s requirements if they wish to do so. This builds on a commitment to engage with the market, by sharing information and seeking input from the market to enable us to develop the final Invitation to Tender (ITT) in a fair and transparent manner. This exercise is to ensure that the final ITT provides all tenderers with a clear understanding of the Council’s requirements and help reduce the number of questions that may be raised in the Tender Period. Please refer to the attached Market Engagement Questionnaire for further details on the requirement. Lot 1: South Lanarkshire Council has been using the same IT Service Management System for several years. This system is currently hosted internally on Microsoft Windows Servers and is utilised by IT Service staff, support teams within the organisation, and external IT contractors who provide services to the Council. It supports workflow, problem and incident management, service request (change) management, asset configuration, and inventory management. The Council is now considering transitioning to a UK cloud-hosted IT Service Management System. The goal is to retain all existing functionalities while incorporating newer technologies such as employee onboarding and offboarding, self-service, automated workflows, chat/service bots, license management, analytics, and dashboards. This transition aims to streamline IT services, reducing hardware and manual overhead costs. The procurement route has yet to be decided. A market engagement questionnaire has been issued with the PIN notice which will assist the Council to determine the most appropriate route to market.. No additional information available.