Digital Service Management Uplift
Tender ID: 551296
Tender Details
Tender Description
This Tender is invited by the Issuer.
The request seeks to engage an experienced supplier who can provide capable and experienced ICT personnel on a capped time and material basis to the Department. Please include price, roles, skills and experience including the fee rates in the deed, identifying additional fees, charges, and expenses (if applicable).
DEWR is seeking a supplier who can provide appropriately skilled personnel to work under the direction of department staff to develop various action plans and roadmaps, and to facilitate change management. We are seeking experienced specialist workforce to supplement our existing staff to accelerate the progress of the work and at the discretion of the department.
The Digital Security and Operations branch will be undertaking a review, uplift of maturity and consolidation in the IT service management space over the next 18 months. This procurement will supplement the capacity and experience of the DSO branch to produce assessments, plans and roadmaps to support implementing ITSM practices for Digital Service Management.
Our key deliverables for this engagement are:
- Enhanced ITSM practices to improve service experience, responsiveness, quality, downtime and issue resolution across an array of digital services.
- Enhanced integration with existing infrastructure provider under ITIL 4 framework
- Enhanced integration with existing ICT delivery practices including DevOps and Agile under the department’s Agile framework.
- Better utilisation of the current ServiceNow ITSM product
- An action plan to evolve ITSM practices from an established baseline.
- An 18-month roadmap demonstrating value being delivered at key milestones.
- Change management to facilitate implementation and minimise disruption to ongoing delivery streams.
Location
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