The National Gallery of Australia (the Gallery) is seeking to improve the way in which it delivers ICT services. The Gallery has an existing ICT Service Management (ITSM) tool, Halo that it is looking to enhance in order to deliver a seamless and inclusive experience for all users of ICT services within the Gallery. The Gallery’s ICT focus is on delivering core office productivity services, while also implementing robust and scalable digital infrastructure that supports innovative art presentation methods and interactive visitor engagement.

The Gallery’s use of its ITSM tool is generally low, with much of the handling of requests being performed manually. This has led to a limited ability to gain insight into the volume and nature of requests. Moreover, information about the effort associated with service delivery has not been visible to decision makers.

The Gallery recently commissioned an independent review of the tool’s configuration and use, which highlighted features and functionality that can assist in addressing the need for better insights, as well as automation of workflow and self-service to improve the speed at which services can be delivered, as well as provide a better experience for our staff and ICT users.

The Gallery is, therefore, seeking a partner with knowledge and experience in the Gallery’s current tool set partner with our IT Service Management team to implement the key recommendations from the recent review, and add their own expertise and experience to maximise our use of the tool and help us deliver an efficient and consistent approach to service management.

Estimated start date: Monday, 13 January 2025

Initial contract duration: 6 months

Extension term: 6 months

Number of extensions: 2

Location of work: ACT

Working arrangements: Hybrid

Work can be undertaken in a hybrid arrangement - onsite activities will require an induction to site typically held on a Monday at 2pm for an hour. Please include in proposal if onsite work is recommended.