Objectives

The primary objective of this tender is to procure a cloud-based Information Technology Service Management (ITSM) solution that aligns with ITIL best practices. The solution aims to enhance incident response, automate service management processes, improve user experience and service quality, support ICT governance, risk management, and compliance, and provide comprehensive reporting and analytics. The implementation includes establishing a single point of contact for ICT services, configuring ITIL processes, and delivering training and support services over a 24-month period.

Scope

The scope encompasses the supply, implementation, support, maintenance, training, and licensing of a cloud-based ITSM platform delivered as a Software-as-a-Service (SaaS) within South Africa. The solution must support key ITIL practices such as Incident Management, Service Request and Catalogue Management, Problem Management, Change Enablement, Service Level Management, Knowledge Management, Asset and Configuration Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management, Release Management, Event Management, Reporting and Analytics, Virtual Training, and Data Ownership. The deliverables include a configured ITSM solution, CMDB, knowledge base, user portal, training, documentation, and ongoing support.

Technical Requirements

• Support for ITIL practices including Incident, Service Request, Problem, Change, Service Level, Knowledge, Asset, Availability, Capacity, Continuity, Security, Release, and Event Management.
• Provision of a searchable knowledge base and FAQ management.
• Configuration of a CMDB supporting 1500 assets, including hardware and software.
• Integration with Active Directory and Single Sign-On (SSO).
• Support for service availability monitoring, resource utilization tracking, and disaster recovery.
• Implementation of security features such as role-based access control (RBAC), audit logging, data encryption (in transit and at rest), and compliance with POPIA.
• Provision of reporting and analytics dashboards, SLA performance reports, incident and problem trend analysis, agent performance, and user satisfaction reports.
• Delivery of virtual training, manuals, and support services.
• Data ownership and export capabilities, with data migration support upon contract termination.

Skills Requirements

• Proven experience in implementing cloud-based ITSM solutions aligned with ITIL within South Africa.
• Demonstrable capability to configure and support ITIL processes such as Incident, Problem, Change, and Service Level Management.
• Strong technical expertise in SaaS platforms, integration with Active Directory, and security protocols including RBAC, audit logging, and data encryption.
• Experience in developing and maintaining CMDBs and knowledge bases for large asset environments.
• Ability to provide comprehensive training to administrators, service desk agents, and end-users, including training manuals and documentation.
• Capability to deliver ongoing support, maintenance, and system upgrades.
• Provision of traceable references demonstrating successful deployment of similar ITSM solutions in the last 10 years.
• Qualified human resources with relevant experience, including a minimum of 5 years for key consultants such as ITSM specialists and project managers.