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The Department of the Premier and Cabinet (DPC) Office of the Chief Information Officer (OCIO) provides services to South Australian government agencies, including an Across Government Service Desk (AGSD) which provides a central contact point for the communication, coordination and escalation of incidents, changes, problem management and service requests for services delivered to SA Government Agencies.

DPC is seeking a new ITSM tool to improve service and reduce business risk posed by out-of-date technology.

Project objective

Allow the support teams to drive towards more efficient and effective service offering by leveraging the latest technology in providing ICT services that are visible, responsive, and easily accessible and mitigate business risk.

Scope of the requirement

• Supply of SaaS ITSM tool,
• Implementation of ITSM tool,
• Maintenance/ongoing support for SaaS ITSM tool,
• Address the business, security, and architectural requirements of the IT Service Management tool per the Business Requirements (Specification).