Professional Services Hours for Neurons Project Delivery
Tender Overview
About this tender
This Tender is invited by the Issuer. Overview The Bureau of Meteorology (BoM) requires professional services to support the migration of its Enterprise Service Management (ESM) platform from Cherwell Service Management (CSM) to Ivanti Neurons. Purpose The Bureau requires the migration of its existing ESM platform from CSM to Ivanti Neurons before the CSM end-of-life date of 31 December 2026. The migration must ensure continuity of service, preservation of data integrity, and improved operational capability while minimising disruption to business operations. Objectives The migration will be considered successful when: Service Request Portal functionality is fully operational The CMDB is accurately migrated and operational All required integrations are functioning Data quality standards are achieved Operational and support teams are trained and ready System performance meets business requirements Cherwell can be decommissioned before 31 December 2026 Scope ITSM Process Migration The scope includes migration and operation of the following ITSM practices currently managed in Cherwell: Incident Management Major Incident Management Problem Management Change Management Configuration Management (CMDB) Service Request Management Service Request Portal Migration of all essential service request types Support for approval workflows, fulfilment workflows, and SLA management Provision of self-service capabilities Delivery of an end-user experience equal to or better than the existing Cherwell portal Enablement of request tracking and reporting Configuration Management Database (CMDB) Maintenance of Configuration Items (CIs) and their relationships Support for automated discovery capabilities Support for manual updates and lifecycle management Integration with incident, problem, and change management processes Maintenance of accurate ownership information for services and assets Workflow Automation Automated routing and assignment Approval workflows Escalation processes HR and Property Services workflows Business process automation for service delivery Integration Requirements Integration with Active Directory (AD) for authentication and role provisioning Integration with Zenoss for automated incident generation from monitoring alerts Integration with EAMS (Enterprise Asset Management System) for ticket generation and updates Power BI reporting capabilities Integration with email services for notifications and workflow processing Security and Compliance Compliance with Bureau security policies and procedures Maintenance of auditability and audit trails Support for data retention requirements Protection of sensitive information throughout migration and operation Maintenance of governance controls and role-based access management Non-Functional Requirements Meeting operational performance requirements and maintaining acceptable response times under normal and peak loads Successful execution of scheduled jobs, imports, and workflow automation Support for stable operational service delivery Minimising operational downtime and supporting rollback procedures during migration Maintaining continuity of service throughout transition periods Provision of an intuitive user interface that minimises retraining effort and maintains or improves user experience compared to Cherwell Environment Requirements The supplier shall establish and maintain the following environments, each supporting controlled promotion of changes and secure access management: Production Environment Development Environment Test Environment Reporting Environment Testing Requirements Pilot migration testing Functional testing Data validation testing Integration testing Performance testing Operational Test and Evaluation (OT&E) User Acceptance Testing (UAT) Reconciliation and audit validation activities Training and Documentation User training materials Self-service learning resources System administration documentation Integration documentation Operational support documentation Knowledge transfer to support teams Hypercare support following go live Exclusions The following are out of scope for this engagement: Procurement and contract negotiations Evaluation or implementation of alternative ESM platforms New business functionality not currently delivered by Cherwell Additional integration beyond current business requirements Training unrelated to the migration program Enquiries Buyer contact: tenders@bom.gov.au
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