RFT For the Provision of an IT Service Management (ITSM) Solution to the Shannon Airport Group

AI-generated analysis of the documents. Check the official notice and any amendments for current submission details.

1. At a glance

2. Scope of Work

The Shannon Airport Group (SNNGroup) seeks a contractor to provide a modern IT Service Management (ITSM) solution to enhance the efficiency and effectiveness of its Information Systems (IS) department. The project aims to replace the existing legacy ticketing system (Quest Software, Kace v9) with a more intuitive and customizable solution. The successful implementation is expected to deliver significant value to the IS department and potentially extend to other teams within SNNGroup.

Key activities include:

• Implementation of IT Asset Management (ITAM) and Configuration Management Database (CMDB): The solution must include auto-discovery features to maintain an accurate inventory of IT and operational technology assets.
• Custom Workflow Setup: Development of workflows to support incident management and change management processes.
• Knowledge Management Setup: Establishment of a knowledge base to facilitate information sharing and problem resolution.
• Support Model Development: Provision of a support model that includes methods of contact, support hours, and escalation processes, with on-site IS support available Monday to Sunday from 6 AM to 6 PM.
• Performance and Capacity Management: Proposals must include strategies for managing and reporting on service performance and capacity, identifying key performance thresholds and alerts.
• Upgrade and Feature Release Management: The contractor must outline approaches to system upgrades and feature releases, minimizing business impact and costs.
• Pricing Model: The proposal should detail pricing for various user licenses, including system owners, IS engineers, and general staff ticketing access.

The contractor will guide the implementation process to ensure a successful transition from the legacy system to the new ITSM solution.

3. Background & buyer context

This procurement is part of SNNGroup's strategic initiative to modernize its IT service management capabilities. Established in 2014, SNNGroup operates Shannon Airport and manages a significant commercial property portfolio. The decision to procure a new ITSM solution aligns with the organization's goal to enhance service delivery and operational efficiency. The incumbent system has been in place for several years, and the need for a more effective solution has become critical as the organization seeks to improve its IT service offerings.

4. Eligibility & selection criteria

Bidders must meet the following eligibility and selection criteria:

• Turnover requirement: Minimum average annual turnover not specified for this tender.
• Insurance:
• Employer’s Liability: €12.7 million
• Public Liability: €6.5 million
• Professional Indemnity: €250,000
• Certifications: Not specified for this tender.
• Past experience: Not specified for this tender.
• Personnel: Not specified for this tender.
• Geographic / facility constraints: Not specified for this tender.

Bidders must provide proof of insurance and may be required to demonstrate compliance with other criteria as part of the evaluation process.

5. Award criteria & scoring

Bids will be evaluated based on the Most Economically Advantageous Tender (MEAT) principle. The scoring criteria are as follows:

The total score will be out of 10,000 marks, with qualitative requirements worth 5,500 marks and pricing worth 4,500 marks.

6. Submission requirements

Bidders must submit the following documentation:

• Method statement / response document: Complete responses to the qualitative criteria using the specified template.
• CVs: For key personnel involved in the project, with a maximum of 2 pages per CV.
• Pricing schedule: To be completed using the template in Appendix 3.
• Case studies: At least 2 case studies of similar projects, with values ranging from €100,000 to €500,000.
• Declarations: Including ESPD, Bona Fides, Tax clearance, and Conflict of Interest declarations.
• Mandatory site visit: Not specified for this tender.
• Submission portal: All documents must be uploaded to the eTenders portal at www.etenders.gov.ie.

7. Key dates & process

8. Contract terms that matter

The contract will be for an initial term of 3 years, with the option to extend for two additional 12-month terms. Key terms include:

• Payment terms: Payments will be made within 30 days of receipt of a valid invoice.
• Key SLAs/KPIs: Specific service level agreements and key performance indicators will be defined in the final consultancy agreement.
• Liquidated damages: Not specified for this tender.
• Termination clauses: The contract may be terminated if the contractor fails to remedy breaches within 30 days of notification.
• IP ownership: Not specified for this tender.
• Sub-contracting rules: Not specified for this tender.

9. Risks, red flags & unusuals

Potential risks and concerns include:

• Insurance requirements: The high levels of required insurance coverage may limit the pool of eligible bidders.
• Complexity of implementation: The transition from a legacy system to a new ITSM solution may present challenges, particularly for non-incumbents.
• Broad scope of potential adoption: While the initial focus is on the IS department, the possibility of broader adoption across SNNGroup could complicate implementation and support.

10. SME fit assessment

This tender is suitable for small to medium-sized enterprises (SMEs) with expertise in IT service management solutions. Viable bidders should possess:

• Relevant experience in implementing ITSM solutions, ideally with a focus on ITIL-aligned systems.
• The capacity to meet insurance and turnover requirements.
• A willingness to engage in potential subcontracting or consortium arrangements, as not explicitly prohibited.

Bid preparation may require approximately 10-15 days of effort, depending on the complexity of the proposed solution. The presence of an incumbent provider may influence the probability of winning (Pwin) for new entrants.

11. Where to dig deeper

• Source RFT filename: RFT For the Provision of an IT Service Management (ITSM) Solution to the Shannon Airport Group.docx
• eTenders CFT ID: not specified
• Contact for queries: Through e-tenders messaging service at www.etenders.gov.ie
• Important attachments:
• Appendix 1: Requirements and Specifications
• Appendix 2: Cyber Security Assessment
• Appendix 3: Pricing Matrix