Information Technology Service Management (ITSM) Tool Solution

Solicitation number 30190

Publication date

Closing date and time 2019/04/02 14:00 EDT

Last amendment date


    Description

    Shared Services Canada (SSC) is mandated to simultaneously operate and transform the GC’s Information Technology (IT) infrastructure including email, data center and network services. SSC is responsible for the IT infrastructure for 43 departments and agencies (hereafter referred to as customer departments) and currently delivers services to over 280,000 users across the GC. Although SSC’s first obligation is to ensure the sustainability of this infrastructure, it is also responsible to transform the existing environment into a consolidated enterprise model for the whole of Government.

    SSC has a requirement to:

    1. Replace SSC’s current enterprise ITSM Tool with a modern, scalable, ITSM Tool solution;
    2. Implement a bi-directional interface to enable communication and exchange of information between SSC’s new ITSM Tool and (each of the 43) customer departments in order to replace current manual processes/workarounds; provide visibility and oversight to all services provided by SSC; and effectively track IT issues and requests end-to-end from the originating customer department through to resolution at SSC; and
    3. Longer term; enable the transition of customer departments from their legacy ITSM toolsets to GC standardized ITSM processes and a standard ITSM Tool solution.

      This Request For Proposal is a follow on to the RFI that was conducted on buyandsell in February 2018 found here: https://buyandsell.gc.ca/procurement-data/tender-notice/PW-18-00818161

    Contract duration

    Refer to the description above for full details.

    Trade agreements

    • No trade agreements are applicable to this solicitation process

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    Contact information

    Contracting organization

    Organization
    Shared Services Canada
    Address
    90 Metcalfe Street
    Ottawa, Ontario, K0A 0C3
    Canada
    Contracting authority
    SSC Contracting Authority
    Email
    ssc.pvrdcprojects-arfprojetscd.spc@canada.ca
    Address
    180 Kent St., 13th Floor
    Ottawa, ON, K1G 4A8
    CA

    Buying organization(s)

    Organization
    Shared Services Canada
    Address
    90 Metcalfe Street
    Ottawa, Ontario, K0A 0C3
    Canada
    Bidding details

    Full details regarding this tender opportunity are available in the documents below. Click on the document name to download the file. Contact the contracting officer if you have any questions regarding these documents.

    Tender documents
    Document title Amendment no. Language Unique downloads Date added
    010
    English
    114
    010
    French
    11
    English
    76
    009
    English
    73
    009
    French
    5
    French
    6
    008
    English
    56
    English
    35
    008
    French
    3
    French
    3
    007
    English
    51
    007
    French
    2
    006
    English
    61
    English
    39
    English
    51
    English
    61
    French
    10
    006
    French
    6
    French
    8
    French
    8
    005
    English
    61
    005
    French
    6
    English
    31
    English
    36
    004
    English
    75
    English
    39
    French
    9
    French
    4
    French
    6
    004
    French
    8
    English
    37
    English
    13
    003
    English
    75
    003
    French
    5
    English
    44
    English
    10
    English
    33
    English
    44
    002
    English
    94
    English
    50
    French
    8
    002
    French
    5
    French
    4
    French
    9
    French
    8
    English
    28
    English
    35
    001
    English
    149
    French
    58
    001
    French
    5
    French
    59
    English
    347
    000
    English
    675
    English
    92
    English
    129
    English
    100
    English
    131
    English
    85
    English
    101
    French
    14
    French
    20
    French
    91
    French
    13
    French
    15
    000
    French
    51
    French
    9
    French
    13
    French
    68

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    Summary information

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