The University of Westminster wishes to transition from our existing operational support service (the tool), with some support from external organisations, and purchase a managed, cloud-based solution (Software as a Service, (SaaS).

This service must be robust, reliable, and secure, and have appropriate service level guarantees. The tool must support straightforward, flexible reporting in order to measure the success of the ITIL process implementation and the quality of the service provided by IS. The overall transition away from the existing tool (the first phase) must be completed by July 2016.

This project is responsible for providing the underpinning technology to support the implementation and ongoing operation and management of ITIL processes in Information Services (IS). The initial focus will be for the tool to support Incident, Problem, Change (including Service Introduction), Service Catalogue Management, Request Fulfilment and customer Self-Service capabilities. We intend in the future to implement further capabilities, such as Knowledgebase, CMDB, Service Level, Task, Resource and Demand Management.

Other processes will follow in subsequent phases of this project, therefore the solution must include capabilities for CMDB, Release Management etc.

The University also has a long term aim of providing a shared Service Desk so that IS can work more closely with colleagues in other departments (such as Finance, HR and Estates) in responding to customer needs. We therefore require a tool that can provide basic ticketing and workflow capabilities for queues that sit outside of the ITIL rule-set. It is also desired that integration facilities are in place such that the tool selected can operate as an initial triage layer in conjunction with other ticketing systems underlying specialist tools (such as those commonly found as part of Facilities Management Software).

Note: the purpose of this tender is primarily tool focused, to replace the current tool (OTRS) and provide the capabilities to support ITIL process implementation, not to implement processes, that is the responsibility of the internal project.