--- title: "TFL ITSM EME" ocid: "ocds-h6vhtk-047c11" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-047c11" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-047c11.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-047c11.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "TRANSPORT FOR LONDON" published: "2024-07-09" --- # TFL ITSM EME Buyer: TRANSPORT FOR LONDON Current stage: Planning OCID: ocds-h6vhtk-047c11 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-047c11) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-047c11.json) ## Summary Transport for London (TfL) is planning a procurement process for IT Service Management (ITSM) solutions, aiming to source, procure, and deliver a software solution aligning with ITIL and ISO standards. The tender, titled "TFL ITSM EME," falls under the software-related services category and seeks market feedback through an Early Market Engagement (EME) questionnaire. Interested parties must submit responses by Tuesday 23rd July at 13:00 hrs. The procurement process involves exploring framework options and other routes to market with a strong focus on scalability, configurability, and alignment with industry standards. This opportunity by TfL presents a chance for businesses providing scheduling software, IT service management solutions, and related services to engage in the procurement process. Companies with expertise in Incident Management, Problem Management, Change Management, and Service Catalogue are well-suited to compete. Responding to the EME questionnaire allows businesses to influence TfL's procurement strategy and future ITSM requirements, potentially leading to contract opportunities with TfL for the delivery of scalable, configurable, and industry-aligned IT solutions. ## Notice 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. ### Lot Information Lot 1 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. 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/020975-2024 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 9 Jul 2024 | | Submission deadline | Not specified | | Future notice date | 9 Jul 2024 | | 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 | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | TRANSPORT FOR LONDON | | Locality | LONDON | | Post town | East London | | Postcode | E20 1JN | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI41 Hackney and Newham | | Local authority | Newham | | Electoral ward | Stratford Olympic Park | | Westminster constituency | Stratford and Bow | | Delivery location | TLI London | ## CPV Codes ### Divisions - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 48000000 - Software package and information systems - 72260000 - Software-related services ## Release History - 9 Jul 2024 at 16:43 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/020975-2024 ## Notice URLs - http://www.tfl.gov.uk - https://tfl.gov.uk/ ## 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-h6vhtk-047c11. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-047c11.json.