ITSM – Remedy (Ref : 363 )

Our Customer, a Bank uses the on-premises BMC Helix ITSM solution, version 25.3.01 on Openshift, as its service management tool. It enables until now:

• Incident Management

• Change Management

• Configuration Management (CMDB)

• Service Request Management

In the near future, our client plans to implement the following modules:

• Problem Management

• Knowledge Management

• Service Level Management

Maintenance is provided by the publisher BMC.

However, specific developments have been made by a service company over the years.

These are not supported by BMC, which is why the Bank needs a contract with a company that can, among other things, provide the necessary support in the event of a problem.

Expected services:

The contractor shall provide the following services:

1. Ongoing maintenance: updates, upgrades, configuration and developments requested by the IT team

2. Corrective maintenance: support and problem resolution. Depending on the categorization of the problem, the client defines the expected SLA (Service Level Agreement) in the contract.

3. Proactive services: as an expert, the supplier is able to advise us on future developments of the product

4. Documentation of every customization

Required profiles:

The Bank requires to have 3 consultants available who are able to intervene independently of each other in accordance with the SLA defined in this contract.

Every consultant shall be certified in ITIL (v4).

An on-site presence of minimum 3 days/week is required.