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IT professional services to implement an Enterprise Service Management Solution using ServiceNow  

Queensland Building and Construction Commission
299 Montague Road, West End Qld, QLD, Australia, 4101
QBCC202227401
IT professional services to implement an Enterprise Service Management Solution using ServiceNow (QBCC202227401)
Goods and Services
IT professional services to implement an Enterprise Service Management Solution using ServiceNow

The QBCC is seeking to engage a supplier to design and implement an Enterprise Service Management solution leveraging the ServiceNow cloud solution.

The proposed structure of the engagement will be across Phase 1 as described below.  Details of Phase 2 have been provided to seek an indicative implementation cost for this Phase to support budgeting allocation requirements.

 Phase 1 – Replacement of existing Information Technology Service Management (ITSM) solution

 Phase 2 – Implementation of new capabilities

Business Problem Description

Our current ITSM software application (Cherwell) is end of life September 2022 and no longer meets our current organisational requirements for an IT Service Management solution.

Our IT Service Desk provides request fulfillment and support services to all of 600 + QBCC staff in two Brisbane based locations and eight regional locations.  End user self-service is very limited, most requests are via email or phone calls with processing somewhere between 1000 to 1500 requests per month using manual support processes with no automation.

Further to this, our future service management needs go beyond IT.  We are now looking for a software solution that will meet the Enterprise Service Management needs of our business.  From research undertaken by the Information Services team during our Discovery phase of our Service Improvement Program, we have chosen the ServiceNow solution to meet our current and future needs. 

Our Opportunity Statement

We want to leverage the Enterprise Service Management capabilities of the ServiceNow solution to expand service functionality into a number of “back office” functions including IT, Facilities Management, Records Management, HR and Ministerial Communications.  We are also looking to automate a number of key business processes across the organisation to achieve higher levels of efficiency and repeatability, higher data quality and adequate governance of the end to end processes and outcomes.

We are also looking to leverage the functionality of the ServiceNow solution to provide our internal customers with a better user experience in how they engage, leverage, request fulfilment services and receive support services from our internal IT Service Desk.

Enterprise Service Management is a key enabler to a broader organisational transformation strategy known as the “QBCC Future Blueprint”.  We intend to deliver Enterprise Service Management through an internal program called the “Service Improvement Program”.

We are now looking for an implementation partner to implement the ServiceNow solution in alignment with our Phase 1 functional requirements of the Service Improvement Program.

19 Apr, 2022
Information Technology Broadcasting and Telecommunications - (100%)
limited offer process
No
$457,479 (Estimate)
South East Queensland
24 Jun, 2022
4
Wayne Richey
OFFICE: (07) 139333
wayne.richey@qbcc.qld.gov.au
QBCC2022274 General Contract Details ICT Products and Services.pdf

Contractors

CSA
60 Griffiths Road, Lambton, NSW, Australia, 2299
Price: $ 457479.00