The primary objective of this project is to implement a holistic approach to IT service management across a number of teams that perform support functions in the business. To achieve this, it is vital that an ITSM platform that can support the business operations is implemented to replace the current system.

The scope of the project is restricted to the procurement (including Licenses), implementation and support of an ITIL compliant IT service management system. This should include the capability to provide comprehensive asset management and asset discovery (CMDB, SACM and SAM), including the integration to 3rd party systems as described in the minimum and optional requirements. The implementation will encompass all internal and external service management teams across GÉANT, initially focusing internally on the Digital Services Team in the first phase of implementation, and then extended out to the other service management functions across the organisation for external customer/member support.