Closed ATM View - ATM C11793 - 2023
Enterprise Service Management Services
Canberra, Sydney, Melbourne, Adelaide, Perth, Brisbane, Darwin, Hobart
Through this RFT, the Department is seeking to engage a Service Partner that will deliver Enterprise Service Management (ESM) and Service Integration and Management (SIAM) Services, in order to deliver:
- enhanced ESM capabilities to improve service experience, responsiveness, quality, downtime and issue resolution across an array of digital services and platforms and shared service operations;
- a single ESM Service Partner responsible for leading the ICT multi-environment for the Department;
- a Service Establishment Plan to evolve ESM capabilities through a series of capability releases and starting with a defined baseline capability. This includes the ESM Service Partner working with the Incumbent Service Partner on an agreed Disengagement process;
- enhanced integration and collaboration across the ICT multi-vendor environment via contemporary Information Technology Infrastructure Library v4 practices and SIAM processes and workflows;
- integration with contemporary ICT delivery practices including Agile or DevOps ways of working, including the Department-specified Agile delivery framework; and
- enhanced monitoring to detect and respond to events across all layers of the Customer's ICT infrastructure, network and applications, supported by high levels of automation and self healing.
An Industry Briefing will held at 14:00 Australian Eastern Standard Time (AEST) on Tuesday 13 June 2023 in person at Agriculture House, 70 Northbourne Ave, Canberra, ACT and via Microsoft Teams.
Further details of the Industry Briefing are set out at clause 2.4 of Part 1 - Conditions of tender in the RFT.
Tenderers are to provide written notice to the Contact Officer no later than 12:00 pm AEST Friday 9 June 2023 setting out the names and contact details (email address) for all persons who will be attending the Industry Briefing (either in person or virtually).
Attendance at the Industry Briefing is optional and not a mandatory condition for participation of the RFT.
As defined in the RFT Conditions of Tender
January 2024 to December 2026 (with opportunity for extensions up to a maximum term of 10 years subject to compliance with Commonwealth procurement and contracting policies)