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IT Service Management Tool
Details
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Tender Closed
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| RFx ID : | 23896424 |
| Tender Name : | IT Service Management Tool |
| Reference # : | |
| Open Date : | Tuesday, 26 January 2021 5:00 PM (Pacific/Auckland UTC+13:00) |
| Close Date : | Tuesday, 9 February 2021 5:00 PM (Pacific/Auckland UTC+13:00) |
| Tender Type : | Request for Quotations (RFQ) |
| Tender Coverage : | Sole Agency [?] |
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| Exemption Reason : | 2. Following an open tender |
| Required Pre-qualifications : | None |
| Contact : |
Jolene Armadoros Jolene.armadoros@publictrust.co.nz |
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We are seeking a solution that Public Trust can use as our core Information Technology service management (ITSM) tool.
The ITSM tool must provide the following high level functionality:
1. Incident logging, tracking and updating
2. Request logging, tracking and updating
3. A self-service portal for business customers to log IT incidents and requests
4. Built in, editable, workflow that ensure particular tickets are automatically assigned to the right queue and customers automatically receive a reference number
5. Change request submission, peer review and approval
6. Built in reporting that is customisable by the customer
7. Ability to integrate with Active Directory and Azure AD
We are ultimately seeking a cloud based tool that requires little customisation to meet our needs. We have a relatively small IT team supporting 450 users so need our key tool to manage incidents and requests to make it as easy as possible for us to deliver a great customer service.
The tool that we are currently using no longer meets our needs. We do not have a large operational budget to put to this, so would be interested in any ‘lite’ options that may exist for less cost in larger toolsets. Please also find attached a more detailed view of the requirements in Appendix 2.
We require the new system by March 2021 and would like to engage quickly to progress work.
Payment will be agreed as per contract to engage in once product has been selected.
This tender has been awarded.
- Freshworks Inc. - 2950 S. Delaware Street, Suite 201, San Mateo CA, 94403, UNITED STATES
Award Date: Monday, 12 July 2021 (Pacific/Auckland UTC+12:00)
Date RFx was completed/updated: Thursday, 10 June 2021 4:30 AM (Pacific/Auckland UTC+12:00)
