VP521761—ITSM Platform Review

The University of Southern Queensland (UniSQ) is seeking responses for the provision and implementation of a modern Information Technology Service Management (ITSM) platform to support reliable, secure, scalable, and efficient service management across the University.

The scope of this procurement includes the supply of the ITSM platform, implementation services, configuration, data migration, system integration, user training, ongoing support, and managed service requirements. The proposed solution must align with industry best practice service management frameworks, including ITIL, and support UniSQ's operational and strategic objectives.

UniSQ's objective is to establish an ITSM solution that is cyber security and privacy compliant, integration-ready, and capable of enhancing service reliability, user experience, workflow automation, reporting and analytics, knowledge management, governance, and continual service improvement. The solution should also support UniSQ's broader digital transformation roadmap and future service delivery requirements.