TFL ITSM EME

This Early Market Engagement is to gain a better understanding of the market and all options available for the supply of scheduling software. Information gathered throughout this exercise will then be considered to aid the future contracting decision and procurement strategy for TfL. The scope of the programme is: • To source, procure and deliver a solution for IT Service Management for Transport for London and any non-modal business to which TfL provides IT services. • The solution will include: o ITIL-compliant functionality for the following capabilities: Incident Management, Problem Management, Change and Release Management, Service Catalogue, Asset & Configuration Management, Service Level Management; o A self-service portal to support end user issue identification and resolution as well as self-logging of incidents and the generation of service requests; o A Knowledge Repository which will contain articles and scripts for use by customers in the self-service portal and service desk agents. o Capability to integrate with ITSM solutions hosted by third parties who provide IT services to TfL o Capability for multi-tenancy to enable TfL to support non-modal lines of business o Reporting and analytics. The solution should be scalable, configurable and customisable to meet the unique needs of the organisation and support future growth. The solution should align with industry standards and best practices, such as ITIL and ISO, to ensure that the organization adheres to regulatory requirements and achieves optimal performance. Additional information: The current ITSM solution in use is BMC Remedy 20.02, is hosted on-premise, and supports Transport for London's IT service management processes. The solution has been in place for over ten years. There is now a need to go to market for an ITSM service that can meet the organisation's current and future needs. The platform has been configured to align with the ITIL framework and customised to meet specific business requirements.