Germany - IT services: Consulting, software development, internet and assistance

Description

Initial situationIn 2017, as part of a project on IT governance, the NBank decided to work towards effective and efficient provision of IT services in accordance with ITIL best practices. SAP Solution Manager 7.2 was introduced to provide technical support for the implemented business processes, functions, and roles, but the project also included a technical implementation for business process support with the existing OTRS ticket system to create a short-term solution. The present invitation to tender provides for a framework service agreement with a service provider who will successively support the introduction, maintenance, and further development of SAP Solution Manager 7.2. in the coming years with professional and technical know-how in an advisory and implementation capacity and develop appropriate solutions for the NBank. The ticket system OTRS is to be completely replaced in the future.NBank is aiming for a long-term, cooperative and successful cooperation with the new service provider for the next few years.ObjectiveThe introduction and further development of SAP Solution Manager 7.2 will be implemented within the framework of a project with the help of external support. In addition, external personnel support of internal system administrators in the area of maintenance and support is required. The project team, which consists of internal employees and the service provider announced in the present invitation to tender, will work together to achieve the following key objectives for the project over the next four years (2020 to 2024).key objectives for the entire project1) The NBank business processes will be supported by SAP Solution Manager 7.2 is adequately supported by adapting SAP Solution Manager 7.2 to the institution-specific requirements;2) SAP Solution Manager 7.2 provides full technical support for IT Services Management, including Service Catalogue Management, Requirements Management, Change Management, Incident Management, Problem Management and Request Fulfillment, based on ITIL;3) SAP Solution Manager 7.2 is adjusted in such a way that authorizations follow the roles and functions derived from the business processes;4) All adjustments to SAP Solution Manager 7.2. are documented completely, comprehensibly and seamlessly for uninvolved, knowledgeable third parties;5) Internal system administrators, developers, testers and requesters learn how to use SAP Solution Manager 7.2. by being trained according to their requirements. Individual introductions enable employees to use the new software to carry out their processes;6) The system landscape around SAP Solution Manager 7.2 has been set up and interfaces are clearly defined;7) Compliance with response times in the event of an error and appropriate processing of these comply with NBank-specific requirements. The maintenance of business operations is ensured and financial losses due to downtimes are avoided;8) The project and its implementation follows the IT strategy of the NBank and takes into account the regulatory requirements for IT (BAIT), as of 14.9.2018;9) The project and its implementation are designed to make processes more efficient and to replace manual activities by appropriate automation.Please refer to the service description for details of the service.

Opportunity closing date

17 February 2020

Value of contract

to be confirmed