Support service for Change and Deployment Management

Summary

The tender concerns procuring professional support services for EJIE's Change and Deployment management processes. The service covers Change Management, Deployment Management, Continuous Improvement, and Knowledge Management, aligning with ITIL best practices and ISO 20000-1:2018. The supplier must present a concrete methodology and a quality plan, include ANS indicators, and a plan for continuous improvement and knowledge management. The service is intended for EJIE’s public-sector operations and will use ServiceNow and HP Service Manager. The bidder must provide a team of at least four people: one Service Manager (primary contact for EJIE; minimum 1,700 hours per year) and three Change and Deployment Managers (minimum total 5,100 hours per year). The proposal should demonstrate capabilities and experience delivering similar ITSM services and proficiency with the required tools. The bidder must address solvency requirements and provide the necessary financial documentation, and the service will include governance and reporting mechanisms to ensure SLAs are met and ongoing improvements pursued. The proposal should include a quality plan, continuous improvement plan, and knowledge management plan, along with an entry/exit plan and measurement of outcomes.