Provision of ICT Global Support Centre Services and Service Management Capability
Tender ID: 499006
Tender Details
Tender Description
IT Services Desk: The Department has a requirement for an IT Service Provider to operate an IT Service Desk (IT Services) providing first level support, second level end user compute support and selected IT service management services on a 24x7 basis for all ICN infrastructure (ICN High and ICN Low), utilising DFAT’s supplied service management tool that will be hosted on the ICN High and ICN Low networks.
The Department is also seeking that the IT Service Provider reviews existing ITSM processes, and develops, improved and/or implement new ITSM processes and associated workflows (Transformation Services) for DFAT’s First Level, Second Level and Third Level IT Service Management Services, which will be delivered by both the IT Service Provider and DFAT Resolver Groups to uplift the maturity of DFAT’s ITSM processes to ensure effective delivery of the IT Services.
ITSM Toolset: Additionally, the Department is seeking a new ITSM Toolset to be provided by an ITSM Toolset Provider, which will be used to support all ITSM processes globally, hosted on the ICN High and ICN Low networks, aligned with the Whole of Government Enterprise Resource Planning (GovERP) agenda.
The Department is also seeking that the ITSM Toolset Provider will support, maintain and manage the ITSM Toolset in accordance with DFAT requirements.
Other Instructions:
A virtual data room containing additional documents will be made available to tenderers. Refer to RFT documents for further details.
An online industry briefing will be held at 2pm, Canberra time, 16 August 2022.
Location
New South Wales : Central West : Far North Coast : Far West : Hunter : Illawarra : Mid North Coast : Murray : New England : Orana : Riverina : Southern Highlands : Sydney
Queensland : Cairns & Far North Queensland : Gladstone : Mackay Whitsunday Region : Mount Isa & North West Region : Rockhampton : South East Queensland : South West & Darling Downs : The Central West : Townsville : Wide Bay Burnett
Victoria : Barwon South West : Gippsland : Grampians : Hume : Loddon Mallee : Melbourne
South Australia : Adelaide : Eyre & Western : Far North : Fleurieu & Kangaroo Island : Limestone Coast : Murray & Mallee : York & Mid North
Northern Territory : Big Rivers : Central Australia : East Arnhem : Greater Darwin
Australian Capital Territory
Tasmania
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