Objectives

The primary objectives of this tender are to procure and implement a comprehensive SaaS-based Enterprise IT Service Management (ITSM) solution that enhances IT service delivery, incident management, asset tracking, and overall IT governance within Sol Plaatje Municipality. The solution must include Remote Desktop Management for remote troubleshooting and Active Directory (AD) Audit Plus functionalities to improve security and compliance monitoring.

Scope

The scope of work encompasses providing a full-featured ITSM solution with the following modules and functionalities:

• Core IT Service Management Functions: Incident management, request fulfillment, asset management, change management, and configuration management.
• Additional Functionalities: Remote Desktop Management for administrative tasks.
• Active Directory Auditing & Security Features: AD Audit Plus for security and compliance monitoring.
• Deployment Flexibility: Options for both on-premises and SaaS deployment models to align with the municipality’s infrastructure strategy.
• Integration & Security: Seamless integration with Microsoft 365 E5, Intune, Active Directory, and cloud environments, with adherence to ISO 27001, NIST, role-based access control (RBAC), and multi-factor authentication (MFA).

Technical Requirements

The solution must meet the following technical specifications:

• Provision of a comprehensive ITSM platform with incident, request, asset, change, and configuration management modules.
• Remote Desktop Management capabilities for remote troubleshooting and administrative support.
• Active Directory Audit Plus functionalities for real-time AD auditing, security monitoring, and compliance.
• Deployment options supporting both on-premises and SaaS models.
• Integration with Microsoft 365 E5, Intune, Active Directory, and cloud services.
• Compliance with cybersecurity standards such as ISO 27001 and NIST.
• Role-based access control (RBAC) and multi-factor authentication (MFA) for secure access.

Skills Requirements

The successful bidder must demonstrate the following skills and expertise:

• Proven experience in deploying and supporting SaaS-based ITSM solutions, preferably ManageEngine ServiceDesk Plus Enterprise or equivalent.
• Certified partnership or accreditation with the selected ITSM software provider.
• Expertise in integrating ITSM solutions with Microsoft 365, Active Directory, and cloud environments.
• Experience in implementing Remote Desktop Management and Active Directory auditing/security features.
• Capability to provide technical support, training, and knowledge transfer to municipal staff.
• Knowledge of cybersecurity standards and best practices, including ISO 27001 and NIST frameworks.
• Strong project management and implementation skills to ensure timely delivery and deployment.