ITSM solution for Aarhus University Text automatically translated in your browsing language Automatically translated

The tender concerns the acquisition of an ITSM solution to support the Contracting Authority's ITIL-4 processes. The vision of the contracting authority, Aarhus University (AU), is to have an ITSM solution that is user-friendly and intuitive, both for end users, agents and administrators. The solution must contain an end-user portal with a design representing AU. The end-user portal must be used on a daily basis by many different end-users, who must be able to easily report support cases. Cases are registered via the end-user portal rather than phone calls, thereby landing in the right place every time. Some cases are solved by automated flows, so both the end user and the agents experience being helped by the solution. In the long term and in line with maturity, AI will be used to support the automatic flows. The solution will support the already well-established AU ITIL-4 processes, i.e. Incident Management, Service Request Fulfilment and Continual Service Improvement. These processes are AU’s core services in relation to: IT support, and they are undergoing improvements as technology and service requirements change. The solution will also support the following new AU ITIL-4 processes – Knowledge Management and As-set Management. Knowledge Management will in the long term be able to give end-users who so wish the opportunity to solve their cases themselves by being presented with relevant and precise self-help documentation at the time of registration (so-called "shift left"). The asset management process will eventually create a better overview of all IT-related "devices" from mouse to network switches in an authoritative system. Administrators should be able to easily create specific forms in the solution that support accurate and simple data retrieval from end users. Ideally, the solution's forms will ensure that, in the long term, the end user will experience being able to submit accurate data about the incident or the desired service in a simple way, so that the agent can solve a case faster. The solution will support common integration technologies, so that automated case processes can also be expanded in the future with data from AU source systems. Estimated value of the tender excluding VAT: 10,000,000,00 DKK. The estimated value is an estimate only. The Contract does not guarantee any turnover which depends solely on the specific needs of the Client. The total estimated value may turn out to be greater or less than the estimated value. The estimated value is for the total maximum duration of the contract. Text automatically translated in your browsing language Automatically translated

72000000 - IT services: consulting, software development, Internet and support

72253000 - Helpdesk and support services CVP code deduced from the text of the procedure AI-generated