Display Tender WH006-2017
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- Valentina Trajkovski
- Office: +61 (03) 83457668
- [email protected]
- Janice Beaton
- Office: +61 (03) 8345 7362
- [email protected]
- [email protected]
- Arnold Roxas
- Office: +61 (03) 83457275
- [email protected]
Description
Western Health are seeking an IT Service Management (ITSM) software solution, and professional services to deliver:
• Design, configuration, testing & implementation
• Training & documentation
• Ongoing support & maintenance
Western Health’s business requirements for the provision of an ITSM solution are detailed in the vendor response schedules. In summary, Western Health requires:
a) An ITSM toolset to be provided in a SaaS or On-Premise operating environment
b) A solution that provides support for the following ITIL processes:
a. Service Request Fulfilment
b. Incident Management
c. Problem Management
c) A solution that provides contemporary ITSM capability that enables Western Health to:
a. deploy without customisation
b. operate in a 24/7 environment
c. provide multi-channel access via web based self-serve, email and telephone including contact centre integration
d. configure or modify in a largely codeless fashion
e. implement using standard integration adapters and APIs to seamlessly connect to Western Health’s operating environment
f. support the management of business services (Business Service management) as well as technical service management
Western Health requires the vendor to provide the implementation requirements, preparatory workshops, discovery services, training and implementation services. Western Health has defined a number of project phases to implement and enhance Service Management capabilities – the scope of this Request for Tender is limited to Phase 1.
Phase 1
1. Implement the ITSM solution in a SaaS environment in a Like-for-Like scenario that provides the basic functionality that their current tool supports, namely:
a. Incident and request management via telephone channel for 70 incident and service request types
2. Upload of AD users (approximately 6200)
3. Upload of open tickets and requests (approximately 300)
4. Production pilot during June 2017
5. Full transition by 30th June 2017
6. Integration of the solution to the Western Health operating environment
7. Training for Administrator (super user), Service Desk agents and Train the Trainer (for end user training)
8. Core processes to be enabled:
a. Incident Management
b. Problem Management
c. Request Fulfilment
d. Change Management
e. Service Catalogue Management
f. Knowledge Management
g. Service Asset and Configuration Management (Light)