Tenders Are Invited For It Services: Consulting, Software Development, Internet And Support – Itsm Solution ... in Denmark

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It Services: Consulting, Software Development, Internet And Support – Itsm Solution For Aarhus University. The Tender Concerns The Procurement Of An Itsm Solution To Support The Ordering Partys Itil-4 Processes. The Vision Of The Client, 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 That Represents 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 By Phone Call And Thus Land In The Right Place Every Time. Some Cases Are Solved By Automatic Flows, So That Both The End User And The Agents Feel Helped By The Solution. Ai Will Eventually And In Step With Maturity Be Used To Support The Automatic Flows. The Solution Must Support The Processes That Are Already Well-Established Au Itil-4 Processes, I.E. Incident Management, Service Request Fulfillment And Continual Service Improvement. These Processes Are Aus Core Services In Relation To It Support, And They Undergo Improvements As Technology And Service Requirements Change. The Solution Must Also Support The Following New Au Itil-4 Processes – Knowledge Management And Asset Management. In The Long Run, Knowledge Management Will Be Able To Give Those End Users Who Want It The Opportunity To Solve Their Cases Themselves By Being Presented With Relevant And Accurate Self-Help Documentation At The Time Of Registration (So-Called Shift Left). The Asset Management Process Will Eventually Create A Better Overview Of All It-Related Devices From Mice To Network Switches In An Authoritative System. Administrators Must Be Able To Easily Create Specific Forms In The Solution That Support Accurate And Simple Data Collection From End Users. Ideally, The Solutions Forms Will Ensure That, In The Long Term, The End User Experiences Being Able To Submit Precise Data About The Incident Or The Desired Service In A Simple Way, So That The Agent Can Resolve A Case More Quickly. The Solution Must Support Common Integration Technologies, So That Automated Proceedings Can Also Be Expanded In The Future With Data From Au Source Systems. The Tenders Estimated Value Excluding Vat: Dkk 10,000,000.00. The Estimated Value Is Only An Estimate. The Contract Does Not Guarantee Any Revenue, Which Solely Depends On The Customers Specific Needs. The Total Estimated Value May Turn Out To Be Greater Or Less Than The Estimated Value. The Estimated Value Is For The Total Maximum Length Of The Contract.

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