IT Service Management Solutions
Tender ID: 607198
Tender Details
Tender Description
This Tender is invited by the Issuer.
The Digital Transformation Agency (DTA) is seeking information from industry via this Request for Information (RFI) to understand market capability and capacity to deliver a modern IT Service Management (ITSM) / enterprise ticketing and case management platform to support DTA’s current and future needs.
This RFI is intended to:
Identify platforms and operating models suitable for DTA’s service management needs (with an initial focus on IT support and the ability to extend to additional internal service lines if required);
- Understand implementation and transition approaches (including migration options);
- Understand integration, administration and security capabilities in a Commonwealth environment (including but not limited to VANguard SSO & Microsoft Entra);
- Understand training, enablement and support offerings to address known capability and adoption gaps; and
- Gather indicative pricing and cost drivers to inform a subsequent approach to market and value-for-money assessment.
This RFI is information-gathering only. It is not a request for tender or offer and does not create any obligation on DTA to proceed with a procurement or with any respondent.
The users and their needs
This RFI seeks market information on:
- A platform capable of supporting IT support service management (minimum baseline);
- The ability to support multi-team request/case handling (as DTA’s internal needs evolve);
- Implementation, configuration, and transition services (including migration options);
- Integration and extensibility options (including APIs/webhooks and identity integration);
- Reporting, dashboards and analytics capabilities;
- Enterprise search / discovery capabilities to support FOI and information access processes; and
- Training, enablement and ongoing support options.
Out of scope (for the purpose of this RFI):
- A detailed Statement of Requirements suitable for binding procurement (this will be informed by the RFI);
- Final solution selection, contracting, or a commitment to proceed to an RFQ/RFT.
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 : Barkly : Big Rivers : Central Australia : East Arnhem : Greater Darwin : Top End
Australian Capital Territory
Tasmania
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