Enterprise Service Management Solution for Liverpool John Moores University

Concepts

• liverpool
• business transaction and personal business
• service management
• identify management solution
• microsoft sccm/endpoint manager
• peoplesoft campus solutions
• liverpool john moores university
• enterprise service management solution
• enterprise service management
• university

Location

Description

The Requirement The University is seeking to procure a cloud-based Enterprise Service Management (ESM) solution to facilitate the management of all aspects of service to staff, students and external partners, beginning with existing users (>400) of our current system in the first instance, but extending to other parts of the university in the near future. All staff and students will need access to the customer facing portal. We will also need to offer guest access to external enquirers including alumni, prospective students and contacts in other organisations such as the local council and other government or higher education authorities. We want to expand existing good practice in service management from IT Services to reach across all service areas, resulting in a consistent and easy to access support experience for all services. A licensing model that easily accommodates changes in the 'analyst' population such as expansion into further areas of the university and frequent staffing changes, without onerous administration or frequent changes to cost or contract, is therefore essential. Easy to configure workflows, forms and a modern flexible and brandable self-service interface are essential, to bring together multiple support teams in a single portal, that works easily on all common fixed and mobile device platforms. We want to digitize and automate as many common processes as possible, integrating with other key systems, including but not limited to Microsoft Teams, Microsoft SCCM/Endpoint Manager, Microsoft Azure AD and our inhouse Identify management solution, though we may also wish to integrate with our Oracle E-Business Suite and PeopleSoft Campus Solutions in future as we develop capability. We are keen to introduce chat as a channel to log tickets and communicate with our customers about work in progress, so the solution must have a chat interface and chatbot capability, ideally with the option to present as a channel or app within Microsoft Teams. We also want to manage our extensive infrastructure estate in a comprehensive configuration management database (CMDB) linked to our existing discovery tools.

CPV Codes

• 48400000 - Business transaction and personal business software package
• 48600000 - Database and operating software package
• 48900000 - Miscellaneous software package and computer systems

Indicators

• Contract is suitable for SMEs.

Other Information

Please follow this link and register to access the RFI document. You should submit your RFI return through In-Tend also. All correspondence on this tender should also be through the system, emails will not be responded to. https://in-tendhost.co.uk/ljmu/aspx/Home