Contract for Enterprise Service Management System

Concepts

• enterprise resource planning
• liverpool
• helpdesk services
• enterprise service management
• enterprise service management system
• it service management
• landesk service desk
• ivanti service desk
• a modern comprehensive enterprise service management solution
• its ageing it service management solution

Location

Liverpool

Description

The University is looking to replace its ageing IT Service Management solution (Ivanti Service Desk - previously known as LANDesk Service Desk) with a modern comprehensive Enterprise Service Management solution, capable of supporting the delivery of service, to students, academics and each other, by all of our professional services teams. We want to ensure that all members of the University receive a consistent support experience across all areas of delivery, simplifying access to services and removing the need to know the workings of the organization, in order to get help promptly at the point of need. We want to focus on a positive user experience and exploit functionality to aid back-office efficiency e.g. workflow and automation. 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 in a phased approach. 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.

Total Quantity or Scope

All details in the tender pack which can be accessed via In-tend https://in-tendhost.co.uk/ljmu/aspx/Home

CPV Codes

• 48451000 - Enterprise resource planning software package
• 72253100 - Helpdesk services

Indicators

• Bids should cover the whole contract.
• Renewals are not available.
• Performance considerations apply.
• Professional qualifications are sought.
• Staff qualifications are relevant.
• Award on basis of price and quality.

Other Information

Interested parties must register. access and ask any questions regarding the tender via In-tend https://in-tendhost.co.uk/ljmu/aspx/Home. Please do not contact the Buyer directly as we cannot guarantee a response