ITIL v4 - Service Management Current State Maturity Assessment
Tender ID: 572356
Tender Details
Tender Description
This Tender is invited by the Issuer.
To support the successful move to and growth of a Service Integration and Management (SIAM) Model, all ITIL4 practices need to be implemented or uplifted. All practices have pertinent interrelationships across many other practices to ensure successful and efficient service delivery, as per the departments SIAM strategy and model. It is recommended that an assessment be carried out across all 34 ITILv4 practices, however if that approach is prohibitive (time or resources) then they can be assessed based on the following priorities.
| Priority 1 | Priority 2 | Priority 3 |
| Incident and Major Incident Management | Service Level Management | Service Design |
| Problem Management | Release Management | Business Analysis |
| Change Control/Enablement | Supplier Management | Workforce and Talent Management |
| Request Management | ICT Service Continuity | Software Development and Management |
| Knowledge Management | Availability Management | Deployment Management |
| Configuration Management | Capacity and Performance Management | Risk Management |
| Asset Management | Service Validation and Testing | Architecture Management |
| Catalogue Management | Information Security | Strategy Management |
| Monitoring & Event Management | Portfolio Management | Financial Management |
| Measurement & Reporting | Project Management | |
| Continual Improvement | Relationship Management | |
| Service Desk | Infrastructure and Platform Management | |
| Organisational Change Management |
Deliverables of engagement:
- Detailed report containing CMMI maturity levels for all ITIL Practices; identifying gaps and areas of improvement
- A recommendations report (either separate or part of above report) to clearly elaborate on what needs doing to uplift ITIL practices and any associated processes to a maturity index minimum of 3.
- Any supporting artefacts including but not limited to project/engagement plan clearly articulating weekly deliverables; interview notes/questionnaires etc. developed as part of the process.
Timeframe
It is anticipated that the engagement period will be 8 weeks, this will include data collection and interviews as well as compiling a final report with their findings.
Operations and Infrastructure Branch will prepare as much information as possible to assist with the review and will pre-book/schedule any required meetings to ensure that the 8-week engagement is productive and is able to achieve its targets.
Skills/Experience
We expect the people conducting the maturity assessment to have demonstrated working experience in SIAM and ITIL knowledge. Kindly share bios/CVs of the team you will be putting forward with their relevant experience.
To respond to this RFQ, please include:
- Your approach to undertaking ITIL/SM maturity assessment
- Previous experiences / case studies
- Bios/CVs of project team
Location
