IT Service Management and Case Management Services

The vendor is required to provide that IT service management (ITSM) and case management services to manage service delivery, case management, operational automation, and workflow processes across all department directorates.
- The key elements include:
• Implementation: Deploy the core ITSM platform and related modules.
• Customization: Tailor workflows to meet the specific needs of each directorate.
• Integration: Connect with existing department systems, including HR platforms, collaboration tools, and business applications.
• Scalability enablement: Futureproof the platform for upcoming service expansions and changes.
• Training and support: Provide comprehensive stakeholder training and ongoing technical support.
• enhanced service delivery: Improve request management, incident resolution, and change management across it and non-it functions.
• Cost optimization: Achieve long-term savings by adopting a full-suite solution that avoids the recurring expenses of modular systems.
• Advanced knowledge management: Develop a robust knowledge base for internal and external users to reduce support dependency and promote self-service.
• Future-proof scalability and flexibility: Ensure the platform scales efficiently with department growing needs without incurring additional licensing costs.
• Full lifecycle support: automate workflows Across it services, HR processes, and business operations.
• Ai-driven automation: Leverage artificial intelligence to optimize workflows, reduce response times, and enhance decision-making.
• Regulatory alignment: Ensure compliance with government of country standards for security, accessibility, and operational efficiency.
- Contract Period/Term: 3 years