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SW-26116 - Canada (Quebec) - IT Service Management SaaS Solution - Deadline August 28,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-26116

Government Authority Located in Quebec; Canada based organization looking for expert vendor for IT service management SaaS solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide IT service management SaaS solution to have access to a Software as a Service (SaaS Cloud-based) ITSM Process Automation tool that best meets the short and long-term ITSM objectives,
- The second is to obtain professional services for the implementation of the ITSM toolset,
- Implementation must take a phased approach combining out-of-the-box functionality with custom configuration and process automation, through a set of well-defined and achievable milestones
- The solution will enable the intake and management of technical service requests, incident reporting, escalation and routing,
- IT Service Desk, Incident Management, Problem Management, Configuration Management Database (CMDB; with standard CI configurations), Service Catalogue, Request Fulfilment, Knowledge Base and Service Level Management,
- Unit and integration testing for the above listed functions and modules,
- Service Request Management (Catalogue and IT analyst fulfilment processes) and Incident Management including but not limited to Software must support multiple roles within the ITSM service, for example, end user, approver, service owner, service manager/admin, incident/problem manager, and IT Service Desk analyst.
- Ticket Queues, Service Catalogue, Fulfilment forms, fields, workflows and surveys,
- Set Service Level Agreements (SLAs) with automated thresholds for request priority and escalation triggers.

[C] Eligibility:

Onshore (Canada Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 28 August, 2019

Category : Software, System and Application

Country : Canada

State : Quebec

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