Section one: Contracting authority
one.1) Name and addresses
Transport for London
5 ENDEAVOUR SQUARE
LONDON
E201JN
Contact
Ms Davinder Sarai
Telephone
+44 3432224000
Country
United Kingdom
Region code
UKI - London
Transport For London
TFL
Internet address(es)
Main address
Buyer's address
one.3) Communication
Additional information can be obtained from the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
TFL ITSM EME
Reference number
TFL ICT14798
two.1.2) Main CPV code
- 72260000 - Software-related services
- JA02 - For computer software
two.1.3) Type of contract
Services
two.1.4) Short description
This early market engagement questionnaire (EME) is issued by Transport for London (TfL) and seeks to understand the market and supply of ITSM Solutions.
TfL would like to better understand the market and gather feedback relating to the supply of this software and implementation services.
TfL would like to better understand the market and gather feedback relating to the supply of this software and ascertain any future ambitions within the market.
The information that is gathered throughout this process will assist TfL in the assessing the current market and determine the future procurement strategy.
Information is requested in relation to the requirements are described with the EME Questionnaire. Your response is important as it will allow a better understanding of the current market offerings, to inform TfL's objectives and influence the finalisation of the procurement position (please note TfL is not making any commitment to tender following this exercise and this is just a request for information).
Information is requested in relation to the requirements described within this document. Your response is important as it will allow a better understanding of the current market offerings, to inform TfL's objectives and influence the finalisation of the procurement position (please note TfL is not making any commitment to tender following this EME exercise and this is just a request for information).
If you are interested in being part of this process and for your feedback to be considered, please complete the EME questionnaire and return on Tuesday 23rd July at 13:00hrs, 1pm via email to v_DavinderSarai@tfl.gov.uk.
For your feedback to be considered, your completed EME must be received by 13:00 Tuesday 23rd July 2024.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 48000000 - Software package and information systems
two.2.3) Place of performance
NUTS codes
- UKI - London
Main site or place of performance
London
two.2.4) Description of the procurement
This Early Market Engagement is to gain a better understanding of the market and all options available for the supply of scheduling software. Information gathered throughout this exercise will then be considered to aid the future contracting decision and procurement strategy for TfL. The scope of the programme is:
• To source, procure and deliver a solution for IT Service Management for Transport for London and any non-modal business to which TfL provides IT services.
• The solution will include:
o ITIL-compliant functionality for the following capabilities: Incident Management, Problem Management, Change and Release Management, Service Catalogue, Asset & Configuration Management, Service Level Management;
o A self-service portal to support end user issue identification and resolution as well as self-logging of incidents and the generation of service requests;
o A Knowledge Repository which will contain articles and scripts for use by customers in the self-service portal and service desk agents.
o Capability to integrate with ITSM solutions hosted by third parties who provide IT services to TfL
o Capability for multi-tenancy to enable TfL to support non-modal lines of business
o Reporting and analytics.
The solution should be scalable, configurable and customisable to meet the unique needs of the organisation and support future growth.
The solution should align with industry standards and best practices, such as ITIL and ISO, to ensure that the organization adheres to regulatory requirements and achieves optimal performance.
two.2.14) Additional information
The current ITSM solution in use is BMC Remedy 20.02, is hosted on-premise, and supports Transport for London's IT service management processes. The solution has been in place for over ten years. There is now a need to go to market for an ITSM service that can meet the organisation's current and future needs.
The platform has been configured to align with the ITIL framework and customised to meet specific business requirements.
two.3) Estimated date of publication of contract notice
10 July 2024
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section six. Complementary information
six.3) Additional information
TFL are exploring Framework options due to time constraints but are also open to other routes to market and the EME will enable TFL to confirm procurement strategy to source requirements.
If you are interested in being part of this process and for your feedback to be considered, please request the EME questionnaire via email to v_DavinderSarai@tfl.gov.uk.
Please note the EME questionnaire must be completed and returned by the closing date of Tuesday 23rd July at 13:00 hrs, 1pm via email to v_DavinderSarai@tfl.gov.uk.
Interested parties should note that TFL reserves the right to cancel or vary this procurement process at any point and will not be liable for any costs or expenses incurred by interested parties in responding to this opportunity.