IT Service Management (ITSM) System

IT Service Management toolset to support the delivery of IT services to the university's staff and student community. The solution will deliver stability and longevity to support university's maturity roadmap, which will focus on the improvement of our ITSM working practices.

All requirements unless stated, must be ‘out-of-the box’ (OOTB) or UoB configurable with the right training and support materials. They must not require coding or development or be reliant on professional services.

The chosen solution must have the ability to provide out of the box workflows for the following processes which are aligned to ITIL best practice:

• Incident Management
• Change Management
• Release Management
• Service Request Management
• Problem Management
• Knowledge Management
• Service Asset and Configuration Management
• Service Level Management
• Service Catalogue Management

The solution must be Software as a Service and with data hosted by the provider in a cloud environment. It must be able to integrate with systems such as, but not limited to:

• Existing and future university systems, using a REST API or connectors
• Azure Active Directory for authentication
• Microsoft 365 for email