Tenders Are Invited For Service Management Software (Sms)

The Assignment Involves The Purchase Of Service Management Software (Ticketing System) On Behalf Of Approximately 40 Participating Organizations. The Purchasing Consists Of Two Related Purchasing Procedures, Each Published Simultaneously Under Its Own Reference. This Tender Concerns The Tender For The Framework Agreements (Purchasing Procedure 1). 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 Processes, Usually Also Referred To As A “Ticketing System”. The System Supports The Registration And Handling Of Tickets And Reporting Thereon. Although The Assignment Is Broadly Similar, There Is A Difference In Needs Among The Participating Organizations. Some Of The Participating Organizations Need A System That Can Be Expanded (Now Or In The Future) To Support More Processes Than Just It Service Management, For Example Processes In The Context Of Facility Management And Hr, While Other Institutions Do Not Have This Need And Need A System That Primarily Supports It Service Management. With The Proposed Purchasing Procedures, Surf Wants To Meet The Needs Of Both “Groups” Of Participating Organizations. The Assignment Has Therefore Been Divided Into Two Purchasing Procedures That Are Interrelated. A Distinction Has Been 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). Providers May Choose Whether To Participate In Only One Purchasing Procedure Or In Both. With Regard To 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 Concerns The Minimum Purchase From A Participating Organization. However, The Tenderer Is Obliged To Also Offer Support For Fmis Processes In Accordance With The Requirements And Wishes In This Context, But The Actual Support For This Can Be Optionally Purchased By A Participating Institution. The Support Of Other Processes, Such As Processes In The Context Of Building Management, Hr, Finance, Risk Management, Legal Affairs And Student Affairs, Can Also Optionally Form Part Of This Assignment, With The Understanding That It Must Remain Service Management Software. This Means, For Example, That A Participating Organization Can Purchase Service Management Software To Support Hr Processes, For Example, But That This Is Not The Same As Setting Up A Complete Hr Suite. The Esm Purchasing Procedure Leads To A Number Of Framework Agreements With The Winning Tenderers, After Which Participating Organizations Will Organize A Mini Competition For Their Individual Assignment, In Which The Exact Processes That The Participating Organization Wishes To Purchase Will Be Further Specified Itsm Solution Will Only Support It Service Management Processes (Itsm) And That These Assignments Do Not Include Support For Fmis Processes Or Other Processes. For This Purchasing Need, Surf Will Set Up A Dynamic Purchasing System, In Which Participating Organizations Will Place A Further Request For Their Individual Assignment.