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

The procurement concerns the acquisition of an ITSM solution to support the Client'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 daily 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 and thus land in the right place every time. Some cases are solved by automatic flows, so both the end user and the agents experience being helped by the solution. AI will be used to support the automatic flows in the long run and in line with maturity. The solution will support the processes that are 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. In the long term, Knowledge Management will be able to give end-users who so wish the opportunity to solve their cases themselves by being presented with relevant and accurate self-help documentation at the moment of enrolment (so-called 'shift left'). In the long term, the Asset Management process will create a better overview of all IT-related "devices" from mice 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 run, the end-user will simply be able to provide accurate data about the incident or the desired performance, so that the agent can resolve a case more quickly. 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 only an estimate. The contract does not guarantee any turnover that depends solely on the specific needs of the Client. The total estimated value may be greater or less than the estimated value. The estimated value is for the total maximum length 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