Tenders Are Invited For It Services: Consulting, Software Development, Internet And Support – Enterprise Service Management Tooling

It Services: Consulting, Software Development, Internet And Support – Enterprise Service Management Tooling. The Assignment Concerns The Delivery And Implementation Of An Esm Solution (In The Form Of A Software As A Service Solution) As Access To The Digital Counter And To Support And Replace The Existing Itsm And Fmis Processes And Applications (Assyst And Planon). , And Suitable For Expansion To The Other Service Management Processes Of Other Business Operations Teams (Bdv) And Possibly Beyond, According To The European Public Procurement Procedure. The Assignment Includes: A) Delivery Of A Service Management Tool (Esm) As A Saas Service For The Digital Counter For Its It And Facility Processes With Suitability And Possibility Of Extension To Service Management Processes Of Other Departments, Primarily Within, But Not Limited To The Business Operations Domain Of The Contracting Authority. B) Implementation Of An Esm Environment Configured For Pu, Containing Pu-Specific Processes, Workflows, Queues, Omnichannel And Reporting, Which Meets The Functional And Technical Requirements, Initially For The Iea And Fac Departments. In A Later Phase (As A New Project Phase), The Service Management Processes For Other Departments Can Also Be Implemented. C) Data Migrations From Old Systems To The New Esm Environment. D) Realization Of Various Technical Links With (Systems For) Adjacent Processes, Including Those With Iam And With Other Processing Flows.  Going Live For The It Processes, Desired, No Later Than The End Of May 2025. The Offered Solution Provides At Least The Following Functionalities For It Service Management And Facility Management: O Workflow And Ticket Registration  Incident Management  Problem Management  Change -Management  Asset Management  User Management  Configuration Management  Service Request Management  Process And Workflow Automation  Omnichannel Communication Options (Chatbot, Live Chat, Voice And Video Calls) O Physical Access And Building Management  Requests/Registration (For Temporary) Access  Reservations (Rooms/Workplaces/Resources (E.G. Bicycles, Flip Charts, Etc.)),  Visitor Registration O Catering And Rental  Charging Rent And Various Catering Options (Banquet)  Event Process  Catering Facilities O Order Management (Placing Orders For Services Online) O Signals And Reports O Knowledge Sharing (Publication Of Work Instructions, Manuals, Etc.) Parts Of The Assignment Are: O Delivery And Setup Of The Offered Saas Solution For 1,800 Employees And About 100 Employees Of Tenants/Suppliers (For The Service Management, Facility Processes And Omnichannel Functionality) With 8 Main Workflows (And Approximately 22 Sub Workflows) And Approximately. 130 Treatment Groups; O Support In The Acceptance Tests To Be Carried Out; O Training Of 4 Functional Managers, 10 Key Users And 10 Omnichannel Agents; O Adaptation Program For End Users, Teaching Materials, Videos