Supply and Install IT Service Management Toolset

The Public Transport Authority (“PTA”) has established the IT Service Management (ITSM) Project to identify, procure and implement IT Service Management processes and a tool which will support an improved Service Management function within the PTA IT Branch, based on best practice as far as possible, in order to improve the delivery of IT services to the business.

The PTA IT department presently utilises three products to deliver Service Desk, Change Management, Purchasing and IT Asset Management functions to the business, which are standalone with limited or no integration. These current products consist of:

• Incident and Service Request Management tool (at end of life);
• In house developed system providing Change Management, Accounts Management and other IT processes; and
• IT Asset Management tool (at end of life).

This project will replace these three disparate systems.

Design and Implementation Services of an IT Service Management tool incorporating and integrating the following processes and functions:

• Service Desk functionality, including a Self Service Portal;
• Incident Management Process;
• Problem Management Process;
• Request Fulfilment Process (including Procurement);
• Service Asset & Configuration Management Process ;
• Configuration Management Database (CMDB) (as per mutually agreed criteria);
• Change Management Process;
• Release & Deployment Management Process;
• Service Catalogue and Management process;
• Knowledge (Base) Management;
• Standard Reporting Capability; and
• Project Management Function (optional)

Software as a Service – Fully externally hosted solution with data and backup facilities stored in Australia at all times.

Roll-out of the toolset will be to all business users who request services from IT and all groups within IT.

The toolset will be fully documented for support staff and users.

Training is also planned to be provided to all PTA IT support staff and appropriate training and support will be provided to end users.

More detailed Scope of Services is outlined in ‘Book 4 – Scope of Works & Specifications’.