Published date: 25 October 2023

Closed early engagement


Closing date: 17 November 2023

Contract summary

Industry

  • Business transaction and personal business software package - 48400000

  • Database and operating software package - 48600000

  • Miscellaneous software package and computer systems - 48900000

Location of contract

L2 2QP

Procurement reference

RFI LJMU 2327

Published date

25 October 2023

Closing date

17 November 2023

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

The Requirement
The University is seeking to procure a cloud-based Enterprise Service Management (ESM) solution to facilitate the management of all aspects of service to staff, students and external partners, beginning with existing users (>400) of our current system in the first instance, but extending to other parts of the university in the near future. All staff and students will need access to the customer facing portal. We will also need to offer guest access to external enquirers including alumni, prospective students and contacts in other organisations such as the local council and other government or higher education authorities.
We want to expand existing good practice in service management from IT Services to reach across all service areas, resulting in a consistent and easy to access support experience for all services. A licensing model that easily accommodates changes in the 'analyst' population such as expansion into further areas of the university and frequent staffing changes, without onerous administration or frequent changes to cost or contract, is therefore essential.
Easy to configure workflows, forms and a modern flexible and brandable self-service interface are essential, to bring together multiple support teams in a single portal, that works easily on all common fixed and mobile device platforms.
We want to digitize and automate as many common processes as possible, integrating with other key systems, including but not limited to Microsoft Teams, Microsoft SCCM/Endpoint Manager, Microsoft Azure AD and our inhouse Identify management solution, though we may also wish to integrate with our Oracle E-Business Suite and PeopleSoft Campus Solutions in future as we develop capability. We are keen to introduce chat as a channel to log tickets and communicate with our customers about work in progress, so the solution must have a chat interface and chatbot capability, ideally with the option to present as a channel or app within Microsoft Teams. We also want to manage our extensive infrastructure estate in a comprehensive configuration management database (CMDB) linked to our existing discovery tools.

More information

Links

  • https://in-tendhost.co.uk/ljmu/aspx/Home
  • Bidding documents
  • Please follow this link and register to access the RFI document. You should submit your RFI return through In-Tend also. All correspondence on this tender should also be through the system, emails will not be responded to.

About the buyer

Contact name

Katherine Orme

Address

Exchange Station, Tithebarn Street
Liverpool
L2 2QP
England

Email

purchaseorderqueries@ljmu.ac.uk