Enterprise Service Management

As part of the Australian Taxation Office IT Strategic Sourcing Program multiple bundles of work, the ATO is seeking in this RFT to enter into an arrangement for the provision of Enterprise Service Management (ESM) Services which defines and orchestrates IT service management practices across the ATO’s multi-vendor ICT environment including ITIL and SIAM functions.

The ESM Services Bundle supports the information flow between internal functions and Other IT Infrastructure Service Providers which leverages these practices to deliver individual services, to ensure a consistent, coordinated approach to service operations and integration across the ATO.

The ATO operates in a hybrid SIAM function, with the ATO governing the strategic direction of the ITSM disciplines, and ESM expected to orchestrate the processes and Other IT Infrastructure Service Providers to deliver a single, clear, and concise interface to all ATO nominated users in support of their IT operational needs.