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Tender description :
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Tenders are invited for Pre-announcement of the tender for service management software (sms)
SURF is in an advanced stage of preparing the procurement of service management software (ticketing system) on behalf of the participating organizations. The tender documents and procedures will take place in the short term. Note! These will be published with references to TenderNed, in addition to this prior announcement. After publication, a reference to the actual procurement procedures will be included in this prior announcement. In broad terms, the intended assignment consists of the delivery of a service management software solution (the system), the implementation of the system at the participating organizations, and related services. A service management software solution is a software solution that streamlines and supports service delivery processes, commonly referred to as a ticketing system. The system supports the registration and handling of tickets and reporting on them. Although the assignment is broadly similar, there is a distinction in needs among the participating organizations. Some of the participating organizations require a system that can (now or in the future) be expanded to support more processes than just IT service management, such as processes related to facility management and HR, while other institutions do not have this need and require a system that primarily supports IT service management. With the intended procurement procedure, SURF aims to meet the needs of both groups of participating organizations. Therefore, the assignment is divided into two procurement procedures that are interrelated. A distinction is made between a system that can support multiple processes, with at least support for ITSM processes and FMIS processes (an Enterprise Service Management solution (ESM)) and a solution that only supports ITSM processes (an ITSM solution). Bidders may choose to participate in only one procurement process or both. Regarding the ESM solution, at least support must be provided for IT service management processes (ITSM) and facility management processes (FMIS). The support for ITSM processes concerns the minimum requirement of a participating organization. However, the bidder is obliged to also offer support for FMIS processes in accordance with the requirements and wishes in this context, but the actual support for that is optional for a participating institution. Additionally, the support for other processes, such as those related to building management, HR, finance, risk management, legal affairs, and student affairs, may optionally be part of this assignment, provided that it remains service management software. This means, for example, that a participating organization can procure service management software to support HR processes, but this is not the same as setting up a complete HR suite. The ESM procurement procedure will lead to a number of framework agreements with the winning bidders, after which participating organizations will organize a mini-competition for their individual assignment, specifying the exact processes that the respective participating organization wishes to procure. Awarding of the framework agreements will take place based on the best price-quality ratio. Regarding the ITSM solution, it will only support IT service management processes (ITSM) and these assignments do not include support for FMIS processes or other processes. For this procurement need, SURF will establish a dynamic purchasing system, in which participating organizations will place a further inquiry for their individual assignment.
Estimated value excluding VAT: 40000000.00EUR
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