ITSM Support for an ASD PROTECTED System – Request For Information

⁠⁠⁠Overview

Defence SA is issuing a Request for Information (RFI) on behalf of the Australian Signals Directorate (ASD) to gather market information on IT Service Management (ITSM) support for an ASD PROTECTED system.

About

ASD provides staff with a PROTECTED cloud environment built on Microsoft's Azure secure cloud platform, allowing users to access a range of cloud services and contemporary Microsoft applications through a desktop device in the office or a laptop remotely. As a system accredited to PROTECTED, it supports broad usage across the agency and its partners.

Support is currently provided during business hours Monday to Friday, but this may change to a 24/7 model in future years. Support is managed through a dedicated phone number and on-site field agent face-to-face support for end-points and other general enquiries. Support is underpinned by a dedicated ServiceNow ITSM cloud-based tool, which enables the management, sustainment and support of the system and provides users a self-service option for support.

The ServiceNow ITSM tool is owned by ASD and managed by the current service provider. Service providers are welcome to use their own ITSM tool, but it must be accredited by ASD security to support a PROTECTED environment and present superior value-for-money for ASD. The aim is to engage a service provider that can use an ITSM tool with proficiency to ensure a high level of service, rather than one that is not accustomed to using the ASD ITSM tool.

As of February 2026, there were 4,300 active users geographically dispersed across Australia in Canberra, Brisbane, Melbourne and Perth. There may be a need to support Adelaide sporadically with a surge workforce sent from ASD's other locations.

Purpose

This RFI is being issued as part of market research to better understand current market capabilities and delivery models to support future ITSM support procurement activities.

Scope

ASD is seeking to engage Service Provider(s) to provide multiple ITSM services. The scope includes:

• Level 1 support: ITSM service desk (call centre) support, including telephony support, queue management, knowledge management, incident identification and communications out to users
• End-point management: asset management including build, image, re-image, provision, support, maintain and disposal, to be located across the different ASD sites
• ServiceNow ITSM tool level 2 support: full system support for the ServiceNow management tool, including managing patches, building items, deleting items, and other tasks as required, able to be managed from anywhere in Australia

For any future procurement activity, Service Providers will be able to provide one or more of the service roles stated above, and ASD reserves the right to engage one or multiple Service Providers to provide the services.

Level 1 Support - ITSM Service Desk (Call Centre) Support

Services may include:

• Telephony support
• Queue monitoring and management
• Incident logging, triage, escalation, and coordination
• User communications
• Knowledge management
• Fulfilment of standard end-user requests, including account creation, access provisioning and other support requirements

Service delivery requirements:

• Current operating hours are Monday to Friday, 8:30 am to 5:00 pm (AEST)
• Capability to support expanded operating hours, including 24/7 service delivery, may be required during the contract term
• Services may be delivered from any location within Australia

Governance and reporting:

• Provision of regular operational and performance reports
• Participation in contract management, governance, and service review meetings

End-point Management

Services may include:

• Device build, configuration, provisioning, deployment, and re-imaging
• End-user device issuance and recovery
• Asset management and tracking
• Desktop hardware support
• Asset disposal and lifecycle management activities

Service delivery requirements:

• Services are expected to be delivered through a consistent national operating model across Canberra, Brisbane, Melbourne, Perth, and potentially Adelaide
• Resourcing should be scalable and aligned to demand at each location
• Current operating hours are Monday to Friday, 8:30 am to 5:00 pm local site time, with Perth providing support coverage beyond AEST due to the time difference
• Capability to support expanded operating hours, including 24/7 service delivery, may be required during the contract term

Governance and reporting:

• Provision of regular operational and performance reports
• Participation in contract management, operational, and service review meetings

ServiceNow Service Management Tool, Level 2 Support

Services may include:

• ITSM platform administration and support
• Platform configuration, maintenance, patching, and upgrades
• Workflow and service catalogue administration
• Knowledge article management
• Creation, modification, and retirement of platform components
• Management of active and archived environments

Service Providers may propose an alternative ITSM platform where it demonstrates superior value for money and ability to be accredited for ASD use. Responses should identify any transition, implementation, integration, licensing, training, or user adoption impacts associated with an alternative platform.

Service delivery requirements:

• Current operating hours are Monday to Friday, 8:30 am to 5:00 pm (AEST)
• Capability to undertake occasional out-of-hours activities, including upgrades, patching, and maintenance, may be required

Governance and reporting:

• Provision of regular operational and performance reporting
• Participation in contract management, operational, and service review meetings

Information Requested

Level 1 Support

• Relevant experience delivering similar ITSM service desk services
• Their approach to transition, knowledge transfer, and workforce mobilisation
• Methods for maintaining service continuity and managing operational risks
• Their proposed service delivery model

End-point Management

• Relevant experience delivering similar asset management services
• Their proposed operating model and service delivery approach
• Strategies for improving asset lifecycle management, operational efficiency, and service effectiveness
• Experience supporting distributed or multi-site environments

ServiceNow Service Management Tool

• Relevant experience managing and supporting enterprise ITSM platforms
• ServiceNow expertise, certifications, partnerships, or equivalent platform capabilities
• Their approach to platform administration, maintenance, change management, and continuous improvement
• Experience delivering similar services in secure or complex operating environments

Service Providers should consider the existing service arrangement, which concludes in June 2027, when outlining their capabilities, transition approach and recommendations for future service delivery.

Contractor Requirements

• Vendors must be Defence Industry Security Program (DISP) members, as this ASD system operates in a highly secure environment while classified to PROTECTED
• All personnel must hold a minimum NV1 security clearance prior to commencement
• Select positions (end-point management) will require a minimum of one TSPV cleared team member in each location on contract commencement, with additional personnel potentially required to obtain and maintain a TSPV clearance (ASD sponsored, vendor funded)
• All personnel will be required to obtain an ASD Organisational Suitability Assessment (OSA)
• Any alternative ITSM tool proposed by a service provider must be accredited by ASD security to support a PROTECTED environment and present superior value-for-money for ASD

Contract Terms and Conditions

• ASD currently engages a Service Provider to provide these services under a contract which concludes in June 2027
• ASD may approach the market through a procurement process in late 2026
• Any resulting contract is expected to have an initial term of two years, commencing in 2027

Instructions to Respondents

This RFI is issued for market research purposes only and does not constitute a formal procurement process. Responding to this RFI does not pre-qualify or shortlist vendors for any future procurement activity.