GEANT Trouble Ticketing System Support and Hosting Tender
Main contract details
Opportunity Id
DN258971
Title
GEANT Trouble Ticketing System Support and Hosting Tender
Categories
72250000-2 - System and support services
72261000-2 - Software support services
Description
The objective of this ITT is to establish a contract for the hosting and support of the GEANT TTS, currently residing on an open source platform managed by OTRS.
Following a competitive exercise in 2014, GEANT selected the OTRS Open Source software application as its platform for raising trouble tickets within its production network service delivery environment.
From 2014 to 2015, a significant amount of development and customisation work has been undertaken to ensure that the TTS can support the entire range of automated scripts and services created and deployed by the GEANT Network Operations Centre team. Any departure from the extant platform will have to take account of the total cost of ownership of such a change in platform.
It is intended that any contract awarded as a result of this tender will provide GÉANT with long term contractual stability in respect of the hosting and advanced technical support in for the OTRS solution, with said contract expected to run for a term of up to 6 years.
It is recognised that the wider market may wish to bid to replace the OTRS platform with an alternative product. In taking account of alternative software solutions, GEANT will look at the whole life costs of any alternate technology and must ensure that the realistic costs of change are taken account of when considering all bids.
This is to ensure that the EC funded project time and effort costs incurred during 2014/15 are not wasted by a failure to look at all cost elements associated with migrating from the extant open source software solution. Further information is set out in Section 3 of Volume 2.
Following a competitive exercise in 2014, GEANT selected the OTRS Open Source software application as its platform for raising trouble tickets within its production network service delivery environment.
From 2014 to 2015, a significant amount of development and customisation work has been undertaken to ensure that the TTS can support the entire range of automated scripts and services created and deployed by the GEANT Network Operations Centre team. Any departure from the extant platform will have to take account of the total cost of ownership of such a change in platform.
It is intended that any contract awarded as a result of this tender will provide GÉANT with long term contractual stability in respect of the hosting and advanced technical support in for the OTRS solution, with said contract expected to run for a term of up to 6 years.
It is recognised that the wider market may wish to bid to replace the OTRS platform with an alternative product. In taking account of alternative software solutions, GEANT will look at the whole life costs of any alternate technology and must ensure that the realistic costs of change are taken account of when considering all bids.
This is to ensure that the EC funded project time and effort costs incurred during 2014/15 are not wasted by a failure to look at all cost elements associated with migrating from the extant open source software solution. Further information is set out in Section 3 of Volume 2.
Region(s) of supply
United Kingdom
Estimated value
N/A
Keywords
Support , Hosting
Key dates
Estimated contract dates
Start date
12/04/2017
End date
04/04/2023
Expression of interest window
From 11/04/2017 18:21 to 15/05/2017 17:00
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Contact details
Buyer
GEANT
Contact
Phil Matthews
Email
Telephone
01223 371388
Fax
01223 371371
Address
City House
Cambridge
Cambridgeshire
CB2 1PQ
United Kingdom
Cambridge
Cambridgeshire
CB2 1PQ
United Kingdom
