--- title: "Enterprise Service Management Solution for Liverpool John Moores University" ocid: "ocds-b5fd17-f1b39d21-49b2-40e4-8d93-a727645c7030" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f1b39d21-49b2-40e4-8d93-a727645c7030" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f1b39d21-49b2-40e4-8d93-a727645c7030.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-f1b39d21-49b2-40e4-8d93-a727645c7030.json" source: "Contracts Finder" current_stage: "Planning" buyer: "LIVERPOOL JOHN MOORES UNIVERSITY" published: "2023-10-25" --- # Enterprise Service Management Solution for Liverpool John Moores University Buyer: LIVERPOOL JOHN MOORES UNIVERSITY Current stage: Planning OCID: ocds-b5fd17-f1b39d21-49b2-40e4-8d93-a727645c7030 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-f1b39d21-49b2-40e4-8d93-a727645c7030) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-f1b39d21-49b2-40e4-8d93-a727645c7030.json) ## Summary The Liverpool John Moores University is planning to procure an Enterprise Service Management Solution. This tender is at the planning stage and the engagement end date is set for November 17, 2023. The solution falls under the business transaction and personal business software package category. The University is looking for a cloud-based solution to enhance service management for staff, students, and external partners, aiming for user-friendly interfaces and integration with various systems. This tender by Liverpool John Moores University presents an opportunity for businesses in the software and IT services industry to compete. The University is seeking a solution that can support over 400 users initially and also cater to future expansions. Small and medium-sized enterprises (SMEs) would be well-suited to participate. The location for service delivery is Liverpool with a postal code of L2 2QP. Interested businesses should focus on providing configurable workflows, chat interfaces, and integration capabilities to meet the University's service management needs. ## Notice The Requirement The University is seeking to procure a cloud-based Enterprise Service Management (ESM) solution to facilitate the management of all aspects of service to staff, students and external partners, beginning with existing users (>400) of our current system in the first instance, but extending to other parts of the university in the near future. All staff and students will need access to the customer facing portal. We will also need to offer guest access to external enquirers including alumni, prospective students and contacts in other organisations such as the local council and other government or higher education authorities. We want to expand existing good practice in service management from IT Services to reach across all service areas, resulting in a consistent and easy to access support experience for all services. A licensing model that easily accommodates changes in the 'analyst' population such as expansion into further areas of the university and frequent staffing changes, without onerous administration or frequent changes to cost or contract, is therefore essential. Easy to configure workflows, forms and a modern flexible and brandable self-service interface are essential, to bring together multiple support teams in a single portal, that works easily on all common fixed and mobile device platforms. We want to digitize and automate as many common processes as possible, integrating with other key systems, including but not limited to Microsoft Teams, Microsoft SCCM/Endpoint Manager, Microsoft Azure AD and our inhouse Identify management solution, though we may also wish to integrate with our Oracle E-Business Suite and PeopleSoft Campus Solutions in future as we develop capability. We are keen to introduce chat as a channel to log tickets and communicate with our customers about work in progress, so the solution must have a chat interface and chatbot capability, ideally with the option to present as a channel or app within Microsoft Teams. We also want to manage our extensive infrastructure estate in a comprehensive configuration management database (CMDB) linked to our existing discovery tools. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8a32f254-0f9f-4de2-ab94-8b6f706275fc | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 25 Oct 2023 | | Submission deadline | Not specified | | Future notice date | 17 Nov 2023 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | LIVERPOOL JOHN MOORES UNIVERSITY | | Locality | LIVERPOOL | | Post town | Liverpool | | Postcode | L2 2QP | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD7 Merseyside | | ITL 3 | TLD72 Liverpool | | Local authority | Liverpool | | Electoral ward | City Centre North | | Westminster constituency | Liverpool Riverside | | Delivery location | Not specified | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48400000 - Business transaction and personal business software package - 48600000 - Database and operating software package - 48900000 - Miscellaneous software package and computer systems ## Release History - 25 Oct 2023 at 08:59 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/8a32f254-0f9f-4de2-ab94-8b6f706275fc ## Documents - https://www.contractsfinder.service.gov.uk/Notice/8a32f254-0f9f-4de2-ab94-8b6f706275fc 25th October 2023 - Early engagement notice on Contracts Finder - https://in-tendhost.co.uk/ljmu/aspx/Home Please follow this link and register to access the RFI document. You should submit your RFI return through In-Tend also. All correspondence on this tender should also be through the system, emails will not be responded to. ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-f1b39d21-49b2-40e4-8d93-a727645c7030. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f1b39d21-49b2-40e4-8d93-a727645c7030.json.