The aim of the procurement is to give Oslo municipality a modern SMT that shall replace the current system, which is Remedy 7.6.04. The current system is expensive to administer and experience says it is not very user friendly. The service that shall be procured shall therefore have an operational and management model that is cost efficient and it is facilitate future needs connected to Service Management in the Agency for Improvement and Development (UKE) and Oslo municipality. The service shall include operation (include operational environment) and maintenance of the tool in accordance with the given SLA requirements.

The system that UKE procures shall be user friendly. Changes and configuration shall be flexible and UKE shall be able to configure the tool. It shall be possible to have self-service, knowledge sharing and uniform customer orientated Service Management.

The SMT shall support work processes and give an efficient tool for following-up error messages, reporting and SLA follow-up with suppliers and customers.

The service shall also:

— Use Singel Sign On (SSO) with support for authentication with Active Directory or another LDAP based method.

— Support integrations with joint components in Oslo municipality.

— Provide tool support to administer suppliers and the services they provide via a contract follow-up tool.