The IT Service Management Capability Project will implement a significant change in the IT department and will deliver new IT capabilities and new ways of working.
The project will need to take into account the potential disruption to the University in adopting a new service desk capability and the move to self-help and access to a service catalogue.
The potential impact of changes to working practices will be significant and it is envisaged that implementation will happen over a phased approach recognising the need to stabilise current operations and put in place the foundations for further capabilities to be implemented in future phases.

The implementation of the IT service management solution will deliver improvement for the IT service. If proven successful, the University reserves the right to purchase additional modules and/or subscriptions to enable other professional service areas of the University to benefit from this solution For the avoidance of doubt the purpose of this procurement is to provide the IT service management solution for the IT Service with a budget for implementation and subscription of 645K. The figure of 3.045M includes this initial implementation and estimations of the budget that could be available if the University was to adopt an enterprise solution within the term of this contract.