IT Service Desk Augmentation and ITSM Practice Uplift Services
Tender Overview
About this tender
This Tender is invited by the Issuer. Overview The Department of Parliamentary Services (DPS) requires a supplier to provide IT Service Desk augmentation and IT Service Management (ITSM) practice uplift services. DPS is seeking to supplement its existing IT Service Desk capability through the provision of suitably qualified Level 1 and Level 2 support resources, together with specialist IT Service Management (ITSM) expertise. Purpose The engagement aims to enhance service desk responsiveness, improve ticket resolution performance, strengthen operational processes and reporting, and reduce risks to service reliability and business continuity. Objectives Provide suitably qualified personnel to augment the IT Service Desk and improve responsiveness, triage quality, and resolution and fulfilment Uplift the incident management practice to improve identification, matching, classification, prioritisation, assignment, escalation, major incident handling, communications, closure, post-incident management, measurement and reporting, and auditing Uplift the change enablement practice, including change analysis, design, monitoring, operational management, performance analysis, and communications management, measurement and reporting, and auditing, to improve risk assessment, approval pathways, scheduling, implementation readiness, rollback planning, and post-implementation review Uplift the problem management practice to improve problem identification, classification, prioritisation, assignment, orchestration, communications management, closure, measurement and reporting, and auditing Uplift the service continuity practice to improve analysis, design, monitoring, DR event management, DR testing, risk management, communications management, measurement and reporting, and auditing Scope The scope includes: Provision of suitably qualified Level 1 and Level 2 IT Service Desk support resources to augment DPS's existing IT Service Desk capability Provision of specialist IT Service Management (ITSM) expertise Delivery of IT Service Desk augmentation services Delivery of ITSM practice uplift services Eligibility This RFQ is limited to invited sellers only. Requests to be added will not be considered. Instructions to Tenderers Please refer to the attached Statement of Requirements (SOR) for detailed requirements. Sellers invited to respond to this RFQ may be included in future RFQs.
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