Procurement and implementation of an IT service management tool

The Investment Bank of the State of Brandenburg has the objective of introducing a uniform IT Service Management (ITSM) tool. The object of procurement is the transfer of rights of use (simplified licenses) to a service management application, hereinafter also referred to as the ticket system, services for its installation, commissioning and introduction as well as the provision of maintenance services. It is the licensing of the ITSM tool ServiceNow IT Servicemanagement Professional as SaaS in the cloud. The contract begins with the award of the contract. After successfully completing the implementation of the IT Service Management Tool (ITSM), the contract has a term of 36 months with an optional extension of 12 months.

Number of users of the new ITSM tool:

- Fulfiller 80 (max. 100 over the entire runtime)

- Approver 100 (max. 120 over the entire runtime)

- Administrator 2 (max. 4 over the entire term)

Schedule: Within a maximum of seven months from commissioning, the new service management tool must be implemented and introduced with the scope of Release 1 (implementation after 4-5 months is desired). After completion and acceptance of the IT processes to be implemented at the start of operation, the contractor will implement procedural and technical improvements in Release 2 (until February 2024 at the latest). Subsequently, the scope of Release 3 will be implemented and introduced by the end of 2024 at the latest.