IT Service Management

Overview Sunshine Coast Council is seeking to implement a modern, integrated IT Service Management (ITSM) platform to replace its current service management environment and provide a scalable foundation for improved technology service delivery. Purpose The project is intended to improve service visibility, process consistency, user experience, operational reporting, asset and configuration intelligence, and Council's ability to manage technology services in a controlled, sustainable and continuously improving manner. Objectives Replace Council's incumbent ITSM platform approaching end-of-life Deliver core ITSM functionality rapidly via a Minimum Viable Product (MVP) Provide a scalable platform for enterprise-wide service management Establish a reliable Software Asset Management (SAM) capability to improve licence compliance, software cost visibility and renewal planning Establish a governed Configuration Management Database (CMDB) capability to improve change impact assessment, incident resolution and service dependency visibility Provide a controlled IT documentation repository for systems, applications, vendors, credentials references, runbooks, SOPs and support procedures Enable internal capability uplift for ongoing configuration, administration and continuous improvement Scope The scope includes: Delivery of a Minimum Viable Product (MVP) for core ITSM capabilities, including incident, request, change, problem, knowledge, service catalogue, service level management and reporting Provision of a solution with a clear pathway to expand into Enterprise Service Management (ESM) Provision of a solution with a clear pathway to expand into Software Asset Management (SAM) capability Provision of a solution with a clear pathway to expand into Configuration Management Database (CMDB) capability Provision of a solution with a clear pathway to expand into controlled IT documentation management Contract Terms and Conditions Initial contract term of 5 years 3 x 12 month extension options