The subject of the tender is the conclusion of an EVB-IT contract for the procurement (Lot I) and the operation (Lot II) of an Enterprise Service Management (ESM) system.

The client intends to introduce a company-wide Enterprise Service Management (ESM) system. A suitable ESM system for the needs of the client is sought, which is consistently based on the ITIL*4 processes and takes into account the increased requirements for a continuous service management for a company. IT service management processes should be able to be mapped flexibly and scalably on the ESM system. At the same time, the ESM system is intended to form the basis for the digital service provision of other divisions. Reference is made to the service description and Appendix 1 (functional criteria) to the service description.

The Contractor shall offer the operation of the software described in Lot 1 in the sense of a managed cloud service. The application must be operated in the Contractor's private cloud and should be made available to the Client.

Reference is made to the service description and Annex 2 (criteria) to the service description.