Acquisition of services for a SaaS ITSM, ITAM and ITOM platform for the City of Lisbon

Summary

This procurement concerns the supply of a SaaS platform to manage IT service management (ITSM), IT asset management (ITAM), and IT operations management (ITOM) for the City of Lisbon. The contract covers implementation, integration with existing systems (including Microsoft Entra ID and ERP/SAP), data migration, testing, go-live, and ongoing evolution and support. It includes user training, documentation, and change management, plus governance and compliance with data protection requirements (RGPD) and cyber security directives (NIS2). Service levels and performance metrics are defined, with 8x5 core support and 24x7 for critical incidents, and a target monthly availability of 99%. The package includes a 1,000-hour evolutive maintenance fund (bolsa de horas) and a 36-month term, a base price of 1,000,000 EUR (excl. VAT), and a 5% bid guarantee. The vendor must assemble a multidisciplinary team of at least seven specialists covering P1–P10 roles, all fluent in Portuguese; the solution must integrate with the City’s IT landscape and GIS, and must consider sustainability requirements under the City’s procurement framework.