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Requirement :
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The assignment involves the procurement of service management software (ticketing system) on behalf of approximately 40 participating organizations. The procurement consists of two interrelated procurement procedures, each published under its own reference simultaneously. The intended assignment includes 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 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. While the assignment is broadly similar, there is a distinction in needs among the participating organizations. Some organizations require a System that can be expanded to support more processes than just IT service management, such as facility management and HR processes, while others do not have this need and require a System that primarily supports IT service management. The procurement procedures aim to meet the needs of both groups of participating organizations. Therefore, the assignment is divided into two procurement procedures that are interrelated. There is a distinction 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 either one or both procurement procedures. For the ESM solution, at least support must be provided for IT service management processes (ITSM) and facility management processes (FMIS). The support of ITSM processes is the minimum requirement for a participating organization. However, the bidder is required 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. Other processes, such as those related to building management, HR, finance, risk management, legal affairs, and student affairs, may also 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 several framework agreements with the winning bidders, after which participating organizations will organize a mini-competition for their individual assignment, specifying the exact processes they wish to procure. Awarding of the framework agreements will be based on the best price-quality ratio. The ITSM solution will only support IT service management processes (ITSM) and will 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. service management software, ticketing system, Enterprise Service Management solution (ESM), IT Service Management solution (ITSM)
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