Creative Australia is undertaking a program of works to improve IT service delivery across its Multi-Vendor Environment (MVE), releasing a tender for the implementation of an ITSM software tool.
Creative Australia is the Australian Government’s principal arts investment and advisory body and has approximately 190 users across Sydney, Melbourne and remote.
Service Desk, end user support and infrastructure operations are currently outsourced to an MSP and there are multiple smaller SaaS vendors and IT product specialists supporting business applications. A small number of business-facing services are delivered internally.
To date, Creative Australia has relied on its MSP's ITSM tool, but this approach has been limiting.
Creative Australia requires an ITIL 4‑aligned ITSM software tool to support integrated service management across internal operations and external service delivery partners.
Creative Australia also requires services for the initial implementation and configuration of the ITSM tool in its environment, including migrating data from the incumbent MSP tool and onboarding its new Service Desk and IT MSP, as well as providing optional support and future enhancements.
Implementation of its own ITSM tool is seen as a key enabler for Creative Australia to provide the foundation for delivering faster responses, better service, and measurable value; provide the visibility to manage the IT environment effectively; and establish a single source of truth for all agreed service management activities, data, measurement and reporting.
It's also intended to provide insight into IT performance by implementing consistent performance metrics across the MVE and supporting cohesive, end-to-end IT services; improve communications, and ensure consistent response across multiple service providers; support ‘shift-left’ strategies, improving user experience and adding value through automation and easy-to-use self-service options for requests, equipment, and services; and provide a platform to support future automation workflows and managing demand for other service provider teams, such as finance.
The contract will be for an initial period of one year with the option of a pair of one-year extensions.
The tender closes on 14 May at 2:00pm AEST.
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