Enterprise Service Management Solution (Software & Licences)

Massey University intends to undertake a competitive procurement process to replace its legacy IFS assyst system, which is now at end-of-life. The current system has reached the end of its functional lifecycle, and a modern Enterprise Service Management (ESM) solution is required to improve service delivery, streamline processes, and support the University’s digital transformation objectives.

The objective of this procurement is to select a fit-for-purpose, scalable, and secure ESM platform capable of supporting multiple service domains across the University. Indicative functional requirements include (but are not limited to): incident and request management, self-service portals, workflow automation and AI-enabled capabilities, knowledge management, reporting and analytics, and integration with existing University systems.

This workstream is strictly limited to the selection of the ESM platform software. Implementation, integration, configuration, and transition services are explicitly out of scope and will be subject to a separate procurement process at a later stage.

Vendors responding to the procurement will be expected to demonstrate how their solution meets Massey University’s requirements.