Service Management & Service Integration and Management Services

Through this RFT, the Department is seeking to engage a Service Partner that will deliver Service Management & Service Integration and Management (SM&SIAM) services, in order to deliver:

• enhanced SM&SIAM capabilities to improve service experience, responsiveness, quality, downtime and issue resolution across an array of digital services and platforms and shared service operations;
• a single SM&SIAM Service Partner responsible for leading the Department’s multi-vendor ICT environment;
• a Service Establishment Plan to evolve SM&SIAM capabilities through a series of Capability Releases and starting with a defined baseline capability. This includes the SM&SIAM Service Partner working with the Incumbent Service Partner on an agreed Disengagement process;
• enhanced integration and collaboration across the multi-vendor ICT environment via contemporary Information Technology Infrastructure Library (ITIL) v4 practices and SIAM processes and workflows;

• integration with contemporary ICT delivery practices including Agile and DevSecOps ways of working, including the Department-specified Agile delivery framework; and

• enhanced monitoring to detect and respond to Events across all layers of the Department’s ICT Infrastructure, network and applications.

This RFT follows the Pre-Release notice issued in July 2024.