Provision of ServiceNow Support
Central Bank of Ireland
IMTD use ServiceNow “Jakarta” as its ITSM tool. This system was upgraded from Helsinki to Jakarta in November 2017. The following sections are used to varied degrees within the organisation:
– incident management,
— change management,
— request fulfilment,
— problem management,
— asset management,
— CMDB and the ESS Portal has been activated.
The tool is customised (30 %) to allow for standard use (customer specific IT systems and services, customer specific Categories, Subcategories) and integrated with Third Party data centre providers. The Central Bank currently has approximately 1800 + active users and 185 fulfillers.
The time limit for receipt of tenders was 2018-11-21. The procurement was published on 2018-10-17.
SuppliersThe following suppliers are mentioned in award decisions or other procurement documents:
Who? What?- • Software maintenance and repair services › Maintenance of information technology software
- • Software-related services › Software development services
- • Software-related services › Software support services
Procurement history
| Date | Document |
|---|---|
| 2018-10-17 | Contract notice |
| 2019-06-21 | Contract award notice |
Contract notice (2018-10-17)
Object
Scope of the procurement
Title: Software-related services
Reference number: 2018P002
Short description:
Notice metadata
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Software-related services 📦
Additional CPV: Software support services 📦
Place of performance
NUTS region: Éire/Ireland 🏙️
Procedure
Procedure type: Open procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender
Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Awarding authority name: Central Bank of Ireland
Postal address: PO Box 559
Postal code: New Wapping Street,
Postal town: Dublin 1
Contact
Internet address: http://www.centralbank.ie 🌏
E-mail: william.maclaughlin.contractor@centralbank.ie 📧
Phone: +353 12246484 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=136840&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=136840&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2018-10-17 📅
Submission deadline: 2018-11-21 📅
Publication date: 2018-10-20 📅
Identifiers
Notice number: 2018/S 203-462561
OJ-S issue: 203
Object
Scope of the procurement
Short description:
Estimated total value: 250 000 EUR 💰
Short description:
Estimated value excluding VAT: 250 000 EUR 💰
Duration: 60 months
Description of renewals:
Main site or place of performance: Dublin
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 15:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 6 months
Tender opening date: 2018-11-21 📅
Tender opening time: 15:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: William MacLaughlin
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/329 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=136840&B=ETENDERS_SIMPLE 🌏
Reference
Additional information
Estimated timing for further notices: September 2023
Complementary information
Review body
Name: The High Court of Ireland
Postal address: The Four Courts
Postal town: Dublin
Postal code: 1
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Fax: +353 18886125 📠
Internet address: http://www.courts.ie 🌏
Source: OJS 2018/S 203-462561 (2018-10-17)
Object
Scope of the procurement
Title: Software-related services
Reference number: 2018P002
Short description:
IMTD use ServiceNow “Jakarta” as its ITSM tool. This system was upgraded from Helsinki to Jakarta in November 2017. The following sections are used to varied degrees within the organisation:
– incident management,
— change management,
— request fulfilment,
— problem management,
— asset management,
— CMDB and the ESS Portal has been activated.
The tool is customised (30 %) to allow for standard use (customer specific IT systems and services, customer specific Categories, Subcategories) and integrated with Third Party data centre providers. The Central Bank currently has approximately 1800 + active users and 185 fulfillers.
Show more
Original language: English 🗣️
Document type: Contract notice
Nature of contract: Services
Regulation: European Union, with participation of GPA countries
Common procurement vocabulary (CPV)
Code: Software-related services 📦
Additional CPV: Software support services 📦
Place of performance
NUTS region: Éire/Ireland 🏙️
Procedure
Procedure type: Open procedure
Type of bid: Submission for all lots
Award criteria
The most economic tender
Contracting authority
Identity
Country: Ireland 🇮🇪
Awarding authority type: Body governed by public law
Awarding authority name: Central Bank of Ireland
Postal address: PO Box 559
Postal code: New Wapping Street,
Postal town: Dublin 1
Contact
Internet address: http://www.centralbank.ie 🌏
E-mail: william.maclaughlin.contractor@centralbank.ie 📧
Phone: +353 12246484 📞
URL for documents: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=136840&B=ETENDERS_SIMPLE 🌏
URL for participation: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=136840&B=ETENDERS_SIMPLE 🌏
Reference
Dates
Date dispatched: 2018-10-17 📅
Submission deadline: 2018-11-21 📅
Publication date: 2018-10-20 📅
Identifiers
Notice number: 2018/S 203-462561
OJ-S issue: 203
Object
Scope of the procurement
Short description:
IMTD use ServiceNow “Jakarta” as its ITSM tool. This system was upgraded from Helsinki to Jakarta in November 2017. The following sections are used to varied degrees within the organisation:
– incident management,
— change management,
— request fulfilment,
— problem management,
— asset management,
— CMDB and the ESS Portal has been activated.
The tool is customised (30 %) to allow for standard use (customer specific IT systems and services, customer specific Categories, Subcategories) and integrated with Third Party data centre providers. The Central Bank currently has approximately 1800 + active users and 185 fulfillers.
Show more
Short description:
The Central Bank of Ireland’s Information Management and Technology Division (IMTD) provides a help desk which acts as the first point of contact and tier 1 technical support for service Now users in the Central Bank and provides on-site support from 07:00 – 19:30 Monday to Friday with an on-call service for out of hour’s incidents/ issues/faults/queries. Tenderers must provide support during the hours of 08:00 to 18:00 excluding Public Holidays in the Republic of Ireland (the “Covered Hours”).
Show more
Duration: 60 months
Description of renewals:
Initial period of 36 months with extension periods of up to 12 months with a maximum of 2 such extensions.
Place of performance
Main site or place of performance: Dublin
Procedure
Legal basis: 32014L0024
Time of receipt of tenders: 15:00
Languages in which tenders or requests to participate may be submitted: English 🗣️
Tender validity period: 6 months
Tender opening date: 2018-11-21 📅
Tender opening time: 15:00
Contracting authority
Identity
National registration number: N/a
Contact
Contact point: William MacLaughlin
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/329 🌏
Documents URL: http://irl.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=136840&B=ETENDERS_SIMPLE 🌏
Reference
Additional information
Estimated timing for further notices: September 2023
Complementary information
Review body
Name: The High Court of Ireland
Postal address: The Four Courts
Postal town: Dublin
Postal code: 1
Country: Ireland 🇮🇪
Phone: +353 18886000 📞
E-mail: highcourtcentraloffice@courts.ie 📧
Fax: +353 18886125 📠
Internet address: http://www.courts.ie 🌏
Source: OJS 2018/S 203-462561 (2018-10-17)
Contract award notice (2019-06-21)
Object
Scope of the procurement
Short description:
Total value of the procurement: 228 000 EUR 💰
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal address: PO Box 559, New Wapping Street
Contact
E-mail: michael.kavanagh@centralbank.ie 📧
Phone: +353 12246409 📞
Reference
Dates
Date dispatched: 2019-06-21 📅
Publication date: 2019-06-25 📅
Identifiers
Notice number: 2019/S 120-294756
Refers to notice: 2018/S 203-462561
OJ-S issue: 120
Object
Scope of the procurement
Short description:
Place of performance
Main site or place of performance: Dublin.
Procedure
Award criteria
Quality criterion (name): Quality of reporting portal
Quality criterion (weighting): 50
Quality criterion (name): Quality of indicative support/provision of a support help desk
Quality criterion (weighting): 200
Quality criterion (name): Quality of indicative resources
Quality of service now interaction
Quality of approach to system upgrades
Quality of guidance and training
Development/enhancements
Quality criterion (weighting): 100
Cost criterion (name): Cost
Cost criterion (weighting): 300
Award of contract
Date of contract conclusion: 2019-06-18 📅
Name: Logicalis Ireland
National registration number: ie6570959j
Postal address: 62 Heather Road, Sandyford, Dublin 18
Postal town: Dublin
Postal code: Dublin
Country: Ireland 🇮🇪
Phone: +353 878387873 📞
E-mail: davidohagan@ie.logicalis.com 📧
Internet address: https://www.ie.logicalis.com/ 🌏
Total value of the procurement: 228 000 EUR 💰
Information about tenders
Number of tenders received: 1
Contracting authority
Contact
Contact point: Michael Kavanagh
Source: OJS 2019/S 120-294756 (2019-06-21)
Object
Scope of the procurement
Short description:
IMTD use Service Now ‘Jakarta’ as its ITSM tool. This system was upgraded from Helsinki to Jakarta in November 2017. The following sections are used to varied degrees within the organisation – incident management, change management, request fulfilment, problem management, asset management, CMDB and the ESS Portal has been activated.
The tool is customised (30 %) to allow for standard use (customer specific IT systems and services, customer specific categories, sub-categories) and integrated with third party data centre providers. The Central Bank currently has approximately 1800+active users and 185 fulfillers.
Show more
Notice metadata
Document type: Contract award notice
Procedure
Type of bid: Not applicable
Contracting authority
Identity
Postal address: PO Box 559, New Wapping Street
Contact
E-mail: michael.kavanagh@centralbank.ie 📧
Phone: +353 12246409 📞
Reference
Dates
Date dispatched: 2019-06-21 📅
Publication date: 2019-06-25 📅
Identifiers
Notice number: 2019/S 120-294756
Refers to notice: 2018/S 203-462561
OJ-S issue: 120
Object
Scope of the procurement
Short description:
IMTD use Service Now ‘Jakarta’ as its ITSM tool. This system was upgraded from Helsinki to Jakarta in November 2017. The following sections are used to varied degrees within the organisation – incident management, change management, request fulfilment, problem management, asset management, CMDB and the ESS Portal has been activated.
Show more
The tool is customised (30 %) to allow for standard use (customer specific IT systems and services, customer specific categories, sub-categories) and integrated with third party data centre providers. The Central Bank currently has approximately 1800+active users and 185 fulfillers.
Show more
The Central Bank of Ireland’s Information Management and Technology Division (IMTD) provides a help desk which acts as the first point of contact and Tier 1 technical support for service now users in the Central Bank and provides on-site support from 7:00 – 19:30 Monday to Friday with an on-call service for out of hour’s incidents/issues/faults/queries. Tenderers must provide support during the hours of 8:00 to 18:00 excluding public holidays in the Republic of Ireland (the ‘Covered Hours’)
Show more
Main site or place of performance: Dublin.
Procedure
Award criteria
Quality criterion (name): Quality of reporting portal
Quality criterion (weighting): 50
Quality criterion (name): Quality of indicative support/provision of a support help desk
Quality criterion (weighting): 200
Quality criterion (name): Quality of indicative resources
Quality of service now interaction
Quality of approach to system upgrades
Quality of guidance and training
Development/enhancements
Quality criterion (weighting): 100
Cost criterion (name): Cost
Cost criterion (weighting): 300
Award of contract
Date of contract conclusion: 2019-06-18 📅
Name: Logicalis Ireland
National registration number: ie6570959j
Postal address: 62 Heather Road, Sandyford, Dublin 18
Postal town: Dublin
Postal code: Dublin
Country: Ireland 🇮🇪
Phone: +353 878387873 📞
E-mail: davidohagan@ie.logicalis.com 📧
Internet address: https://www.ie.logicalis.com/ 🌏
Total value of the procurement: 228 000 EUR 💰
Information about tenders
Number of tenders received: 1
Contracting authority
Contact
Contact point: Michael Kavanagh
Source: OJS 2019/S 120-294756 (2019-06-21)
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