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In summary
- Sunshine Coast Council has issued a tender for a new integrated ITSM platform to replace its current, soon-to-be end-of-life system.
- The project will start with an MVP covering core capabilities such as incident, request, change, problem and knowledge management, before expanding into ESM, SAM, CMDB and IT documentation management.
- The initial contract term runs for five years with three further 12-month extension options.
Sunshine Coast Council has released a tender for a modern, integrated IT service management (ITSM) platform to replace its current service management environment, which the council said is approaching end-of-life.
The council said the project would initially focus on delivering a minimum viable product (MVP) for core ITSM capabilities - incident, request, change, problem, knowledge, service catalogue, service level management and reporting - before expanding further.
Beyond the MVP, the chosen solution must provide a clear pathway into enterprise service management (ESM), software asset management (SAM), configuration management database (CMDB) capability and controlled IT documentation management.
According to the tender, the council is looking to improve service visibility, process consistency, user experience, operational reporting, and asset and configuration intelligence, and to strengthen its ability to manage technology services in a controlled, sustainable and continuously improving way.
The council set out several objectives for the procurement: replacing the incumbent ITSM platform; delivering core functionality rapidly via the MVP; providing a scalable platform for enterprise-wide service management; and establishing a reliable SAM capability to improve licence compliance, software cost visibility and renewal planning; and standing up a governed CMDB to improve change-impact assessment, incident resolution and service-dependency visibility.
The council also wants a controlled IT documentation repository covering systems, applications, vendors, credentials references, runbooks, standard operating procedures and support procedures, and said it is seeking to uplift internal capability for ongoing configuration, administration and continuous improvement.
The initial contract term is five years, with three further 12-month extension options.
Tenders will be accepted until 12 noon on 12 November 2026.
In June, the Council issued a tender to transition its PC fleet from traditional hardware procurement to a fully managed service model, while at the start of the year, it sought to engage an MSSP to deliver a 24x7 hybrid SOC capability.
