Published date: 25 October 2023

Last edited date: 25 October 2023

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 17 November 2023, 12pm

Contract summary

Industry

  • Enterprise resource planning software package - 48451000

  • Enterprise resource planning software development services - 72212451

Location of contract

L3 2AJ

Value of contract

£0

Procurement reference

IT-363-262-RFI LJMU 2327

Published date

25 October 2023

Closing date

17 November 2023

Closing time

12pm

Contract start date

1 February 2024

Contract end date

1 February 2025

Contract type

Service contract

Procedure type

Open procedure (below threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements below the relevant contract value threshold.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

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

Additional text

Please submit your RFI return before 12 NOON on Friday 17th November 2023

Is a Recurrent Procurement Type? : No

About the buyer

Contact name

Katherine Orme

Address

Hatton Garden
Liverpool
Merseyside
L3 2AJ
United Kingdom

Telephone

0151 231 5538

Email

K.R.Orme@ljmu.ac.uk

Website

www.ljmu.ac.uk