RFI - Enterprise Service Management (Service Desk) Solution

Overview NSW State Emergency Service (NSW SES) is seeking information through this Request for Information (RFI) on a cloud-based IT Service Management (ITSM) solution, including licensing, implementation, migration, integration, training and ongoing support. Scope The scope of the solution NSW SES is seeking information on includes: A cloud-based IT Service Management (ITSM) solution Licensing Implementation Migration Integration Training Ongoing support Suppliers may propose any suitable solution capable of meeting the requirements, including ServiceNow, Jira Service Management, HaloITSM, Freshservice, Ivanti Neurons for ITSM, ManageEngine ServiceDesk Plus or equivalent. Objectives The RFI aims to: Understand available Service Desk and Enterprise Service Management solutions Identify products available through existing government procurement pathways Understand supplier capability to implement, support and maintain these solutions Gather information regarding product functionality and innovation Obtain indicative implementation and licensing cost models Inform development of SES requirements and procurement strategy Assist SES in determining the most appropriate future approach to market Instructions to Tenderers Intention to respond Suppliers are requested to advise NSW SES whether they intend to submit a response to this RFI. Notification of intention to respond is not mandatory and does not create any obligation on the supplier to submit a response. It is requested to assist NSW SES with planning and administration of the RFI process. Suppliers who intend to respond should email the contact officer by 26 September 2026 and include their organisation name, contact person, contact details and the proposed solution or service offering they intend to submit information on. Enquiries Primary contact: sam.oliver@ses.nsw.gov.au Phone: 0428232662