Cloud-Based IT Service Management System Implementation

The Northern Ireland Assembly Commission is seeking a supplier to design, implement, and deliver a centralised, cloud-based IT Service Management (ITSM) solution. The solution must provide a unified interface for all IT service requests across the organisation, enabling users to track their requests in real-time regardless of which team handles them. Key requirements include: automating service delivery workflows to improve operational efficiency; providing self-service capabilities and built-in knowledge resources to reduce support burden; delivering real-time reporting and analytics dashboards for better decision-making; maintaining complete visibility and control of IT assets across the entire organisation; and enforcing robust change control policies with enhanced governance and audit trails. The supplier should propose a Commercial Off-the-Shelf (COTS) platform that can be quickly deployed in the cloud, with capabilities for faster incident diagnosis and routing, improved organisational resilience through knowledge management, and streamlined incident management. Experience implementing ITSM solutions in public sector or similar large organisations is beneficial.