SW-119787 - Ireland - Cloud-Based IT Service Management Platform Implementation Service - Deadline October 9,2026

(1) Vendor needs to provide cloud–based it service management platform implementation service. – Implementation, configuration, migration, and ongoing support of a cloud–based IT Service Management (ITSM) platform to support the delivery, administration, and governance of IT support services for internal users and relevant external stakeholders.– The proposed platform must be secure, scalable, and fully supported, and capable of meeting agency’s current operational requirements and supporting future service expansion.– The proposed platform must provide documented integration capability, including application programming interfaces (APIs) and other supported methods of interoperability, to enable integration with Enterprise Ireland systems and relevant third–party platforms.– The immediate requirement is for a single ITSM platform to support agency’s internal users.• Management of incidents and service requests• Support for multiple request channels, including portal, email, and other configured channels• Provide native integration with Microsoft Teams to enable users, where required, to log and update tickets, receive notifications, access support content, and interact with chatbot or virtual assistant functionality within the Teams environment• Email–to–ticket creation and ticket updates from designated shared mailboxes or support inboxes• Maintenance and expansion of the knowledge base• Configurable no–code or low–code automation to support task creation, notifications, escalations, approvals, and workflow triggers based on defined business rules and service criteria– The proposed platform must also support problem management and change management capability within the same platform, including the ability to record, track, assess, approve, and manage problems, known errors, changes, and related activities.– The proposed platform must also be capable of supporting integrated and scalable Artificial Intelligence (AI) capabilities as part of its future product roadmap and service development potential.– The proposed platform must provide an integrated IT Asset Management (ITAM) and inventory capability to support the governance, tracking, control, and lifecycle management of IT assets across Enterprise Ireland.– The proposed platform must include a structured and fully integrated knowledge management capability that supports both service desk agents and end users.(2) All the questions must be submitted no later than October 2, 2026.