Information Technology Service Management

The Authority seeks Expressions of Interests from qualified providers that have the capability to transition and deliver an IT Service Management (ITSM) managed service via a Multisource Service Integration (MSI) operating model. Through this arrangement the successful supplier(s) will support The Authority to establish strategic partnerships and leverage the expertise, skills, and best practice of internal teams and industry partners across the Enterprise Service Model (ESM) Supplier EcoSystem. ServiceNow shall be used as the single integrated platform for managing all critical ITSM practices and provide a centralised enterprise system for managing service delivery to users. The supplier(s) is expected to support, sustain and optimise ServiceNow (The Authority’s platform of choice under this contract) to ensure the tool is delivering maximum value and optimised for performance to both interface and integrate effective with other systems. There is a requirement for the tool to be scalable to evolve to meet current and future business needs. The nature of this delivery space requires industry partners to operate as part of a collaborative joint mission approach to maximise the effectiveness of the whole force, in an operating centre where technical risk is managed at the highest level. Operating in the SECRET Domain, the service will predominantly be UK based but will operate globally in a connected and disconnected state. This creates opportunities for a combined problem centric approach to solving challenges at pace, experimenting with innovative solutions, as well as traditional support requirements. The Contractor is further expected to provide, and work collaboratively with The Authority, and other suppliers (in accordance with the Enterprise Target Architecture):

• Transition to Multisource Service Integration (MSI) operating model acting as an

enabling function, managing coherence and delivering service management. The

Authority will retain