QUT seeks new ITSM and ESM platform

Queensland University of Technology (QUT) has issued a request for solution (RFS) seeking suppliers able to provide a cloud-native IT Service Management (ITSM) and Enterprise Service Management (ESM) platform, as well as deployment services to go along with it.

The platform and associated services must deliver both core ITSM and ESM capabilities, QUT said, as well as improved self-service, automation and workflow standardisation alongside integration with QUT’s enterprise systems and data environment.

QUT said its current IT Service Management platform, Ivanti Service Manager, has evolved beyond its original design and now operates as a de facto ESM platform supporting a wide range of IT and non-IT service portfolios.

Over time, this expansion has been enabled through extensive bespoke configuration and custom development, resulting in significant technical debt, increased complexity, and reduced standardisation.

Consequently, the platform has become increasingly difficult and costly to maintain, limits adoption of modern service management capabilities, and introduces growing operational, security, and governance risks.

QUT stated that its current environment constrains the ability to deliver efficient, consistent, and scalable digital services. Limited self-service capability, constrained automation, fragile integrations, and inconsistent service experiences contribute to manual workarounds, variable service quality, and reduced transparency for staff and students.

The ageing architecture also limits integration with contemporary enterprise systems and restricts access to real-time reporting and actionable insights, impacting service performance, compliance, and data-driven decision making.

Through this procurement, QUT indicated it is seeking to transition away from highly customised legacy solutions and instead move towards industry standard, ITIL-aligned service management practices.

The objective is to improve user experience, operational efficiency, automation, integration, and reporting, while reducing risk and supporting continuous service improvement.

The initial contract term is five years, with options to extend for up to two-by-two-year extensions, subject to performance and ongoing value for money.

The closing date for submissions is July 22 at 1:00PM AEST.