The City of Sydney invites Tenders from suitably qualified and experienced organisations for an Enterprise grade Service Management Platform (including IT Service Management (ITSM) capabilities) that will replace the ageing incumbent system, uplift the capability to meet current business needs and transform the service delivery and management capabilities to be aligned with the City’s strategic planning.

This enterprise wise platform will deliver service requests, service delivery (incl. service level management), change management, problem management, service asset and configuration management, incident management (incl. major incident management), and a self-service portal.

Tenderers are required to provide a proposed solution that will replace all components of the existing service management platforms (Marval and Zendesk), onboard business teams including IT-Client services, HR-payroll, Library, Financial Systems, Data Management, GIS, Corporate Asset management as well as integrate cybersecurity service management with a cloud-based or ‘on-prem’ enterprise grade service management platform (including ITSM capabilities as per the latest ITIL V4 practices).

Tenderers are required to demonstrate their capacity, financial and technical capability for completing the project within the required timeframe, have had previous experience on similar sized projects and demonstrate a commitment to WHS and environmentally sound principles.