ITSM Service Management Tool

Summary

LogiRAIL is procuring an enterprise ITSM solution for comprehensive IT service management, including licences, asset-management packs, implementation and 8x5 support. The solution must support incident and service-request management, a service catalogue and self-service portal, workflow automation, problem and change management, assets and a configuration database, a knowledge base, reporting, integrations, and platform security and administration. The contractor must plan implementation and the transfer or adaptation of existing information, maintain service continuity during transition, and provide support, maintenance and training. The solution may be delivered as a cloud service, on premises or in a hybrid model, and must be compatible with LogiRAIL’s technology environment. The initial contract term is 14 November 2026 to 13 November 2029, with two possible extensions of 12 months each. The budget ceiling is €322,400 excluding VAT (€390,104 including VAT), and the estimated contract value is €532,000. The stated quantities include up to 80 agent licences, up to 10 asset-management packs, one-time implementation and 8x5 support; the contracting authority is not required to order the maximum quantities. Tenders will be assessed 51% on technical merit and 49% on price. The technical proposal must describe the solution, its functionality, integrations, security, implementation, support and training, and provide verifiable evidence for additional capabilities; it must not contain pricing information. Bidders must demonstrate financial and technical capacity, including an ENS security certificate at least at the medium category and two relevant references from the last three years. Tenders must be submitted electronically by 12:00 on 26 October 2026.