In the course of a continuous improvement of its own performance, Lecos plans to introduce a new service management tool, hereinafter also referred to as the ticket system, and thus a partly fundamental optimization of the service organization.

Lecos GmbH, hereinafter also referred to as Lecos, is an administrative consultant and IT service provider and specializes in the support of municipalities - from small municipalities to large city administrations - as well as municipal companies in the

Cultural, social and infrastructure sectors.

Lecos provides support in all administrative areas with competent IT consulting and modern information technology. These include, for example, the operation of specialist procedures, the development of new solutions for electronic access to

Administrative services in the implementation of the Online Access Act and also advice on optimising the IT supply of municipal cultural enterprises.

In the course of a continuous improvement of its own performance, Lecos plans to introduce a new service management tool - hereinafter also referred to as the ticket system - and thus a partly fundamental

Optimization of the service organization.

The following goals are to be achieved:

1. Renewal of the application landscape for service management with a focus on service management tool (ticket system)

2. Further development and standardization of existing service processes using current best practices

3. Optimization and standardization of the service structure and the service catalog

4. Specification of roles for the targeted control of service tasks and creation of role clarity in the organization

5. Creation of very good conditions for further automation of the recording, control, solution and documentation of user requests in the respective service

6. Optimization and deepening of the integration of service management into the ERP and billing processes as well as the associated application landscape. This also includes the Lecos webshop.

7. Creation of suitable organizational and application-related prerequisites for the development, further development and use of knowledge (knowledge managements)

The object of the procurement are the transfer of rights of use, also called simplified licenses, to a service management application, hereinafter also referred to as ticket system, services for their installation,

Commissioning and introduction as well as the provision of maintenance services over a period of 48 months with a two-time extension option of 12 months each.

The scope of delivery and services for installation and commissioning includes:

- Licenses according to quantity model

- Consulting services for setting up a CMDB

- Consulting services for the implementation of the existing service catalog and role model

- Consulting services for the implementation of reports on processes and assets

- Consulting services for the implementation of interfaces to adjacent systems

- Erstinbetriebnahme des Ticketsystems

- Configuration and customizing according to existing and, if necessary, specified requirements within the scope of the consulting services

- Support in the form of consulting and implementation in the transition from the current structure, process and role model to the company-wide use of the new application environment, including the transfer of existing databases of the currently used ticket system

- Instruction and training

The scope of services of the maintenance contract includes:

- Ensuring that the application environment is up-to-date by providing and supporting the implementation of patches, updates and upgrades

- Consulting services to optimize and develop the service organization using the provided application environment (optional).