Provision of an IT Service Management (ITSM) Solution

The Northern Ireland Assembly Commission is procuring a supplier to design, implement and deliver a centralised, cloud-based Commercial Off-the-Shelf (COTS) IT Service Management (ITSM) solution that will:

• Provide IT service users with a consistent, accessible, and trackable interface for requesting services regardless of the business area or team responsible.
• Improve operational efficiency using modern technology for faster issue diagnosis, faster routing, self-education and self-service.
• Streamline service delivery through automation and integrated workflows.
• Improve organisational resilience via knowledge base development and smarter incident management.
• Offer real-time reporting and analytics for improved decision-making.
• Enable accurate, organisation-wide asset visibility and control.
• Ensure change control policies and procedures are adhered to, with improved governance and documentation.