Wakefield Council IT Service Management Solution

The Technology and Digital Transformation, in Wakefield Council, provides Information Technology (IT) services to the Council's technology users. The Council wishes to procure a software solution to support IT service management. The Council is undergoing transformation to improve existing IT processes and adopt new service management processes to provide a modern and responsive service to all users. A phased approach to implementation will firstly enable the Council to continue to use the new system for incident, request, and problem management. This will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The core solution must:

1. Be Cloud hosted by the Supplier;
2. Be hosted within the UK (United Kingdom) and compliant with relevant UK law;
3. Use additional multi-factor authentication or support Single Sign On using the Councils Azure Active directory

The contract period is expected to be from 1st June 2024 for an initial period of four years with two options to extend for up to a further three years each. The maximum contract length will be ten years. The maximum budget for this Contract for the full 10 year period is £1,275,000 including all costs for implementation, go-live and annual fees. To access this opportunity you must be registered on the Councils e-tendering portal https://uk.eu-supply.com/login.asp?timeout=1&target=/insidemain.asp. This is the only option for accessing the tender documentation for this procurement. For support with registration or using the portal please contact the Mercell helpdesk either by email: [email protected] or tel. during office hours ONLY (09.00 to 17.00).