Enterprise Service Management (ESM) platform

Summary

The tender concerns the supply, implementation, configuration and maintenance of a SaaS Enterprise Service Management platform for Gemeente Dijk en Waard. The solution must support ITIL4-based ITSM processes and organisation-wide services, including incident, service request, problem, change, asset and configuration management, a self-service portal, knowledge management, workflows, reporting and a CMDB. Integrations are required with systems including Microsoft 365, Entra ID, HelloID and Youforce, together with migration of data from the existing TOPdesk environment. The tender must be submitted electronically by 26 October 2026 at 11:00. The submission must include, among other items, the pricing sheet, a completed and signed ESPD, a reference form, a submission checklist, a declaration concerning Russian involvement, a company-register extract no more than six months old, and an ISO 27001 or equivalent certificate with a statement of applicability. The contract will be awarded to one supplier for four years, with an option for 16 extensions of up to 12 months each. Offers will be assessed on the basis of the best price-quality ratio: user functionality and design 30 points, implementation plan 15 points, demonstration 25 points and price 30 points.