Netherlands - Software and information systems

Description

The RUG plans to enter into a new agreement for ITSM software. The contract consists of providing with maintenance and management of a SaaS IT Service Management (ITSM) solution and related services to the IT company of the University of Groningen (CIT) for its ITIL-based processes. By related services we mean additional activities such as support, realization of links, migration of CMDB data, consultancy, implementation plan and execution of the exit plan.The scope of this order for delivery of ITSM software, includes the following components:● Delivery of ITSM software based on SaaS, including self-service portal;● Implementation of ITSM software;● Conversion data in the CMDB.
Scope of the order The scope of this order for delivery of ITSM software, includes the following components:● Delivery of ITSM software on the basis of SaaS, including self-service portal;● Implementation of ITSM software;● Conversion data in the CMDB.Outside the scope of this order are the following components:● Functional management ITSM software.Some key figures of the RUG for 2021 provide insight into the scope of the assignment:● 11 faculties (including one in Leeuwarden), 120 master and 45 bachelor programs● ca 6400 fte employees (25% international)● ca 35000 students (26% international)● ca 400 CIT employees (handlers)● Number of services in PDC 176● Total number of calls 63620● Number of employees with at least 1 call 7679, students 5615● Total number of changes 176The CIT uses the following ITIL processes:● incident management● change management● asset management● service level management (and contract management)● problem management

Opportunity closing date

17 April 2023

Value of contract

£100k-1m