Enterprise Service Management -Solution (ESM) / Invitation to participate

Enterprise Service Management -Solution (ESM) / Invitation to participate VR-Group Plc (hereinafter also "VR" or "contracting entity") is procuring a modern SaaS based ESM Solution. The procurement also includes implementation, continuous services and support services (hereinafter “Solution”). The preliminary scope of the procurement is described in more detail in Annex 1 "Preliminary description of the procurement". VR is seeking a strategic partner for the implementation of an integrated Enterprise Service Management (ESM) system. The selected partner will support the design, deployment, and optimization of a scalable, user-centric ESM platform that enhances service delivery across IT and non-IT domains. The object of the procurement includes a service management system, including the related functional components, functional functionalities, and user rights. The object of the procurement includes the continuous services of the system. Continuous services consist of system support services, maintenance services and small-scale development work related to maintenance. Small-scale development work included in continuous services is defined as small-scale development work that is improvement, maintenance or repair work related to existing system functionalities, excluding work caused by errors or work subject to warranty by the system manufacturer. Other small-scale development work is included in expert services. The object of the procurement includes expert services. Expert services cover the development of new functionalities of the system and related consulting, as well as consulting on the development of service management and its processes more broadly. More detailed information regarding the content and schedules of the negotiations will be provided to the selected tenderers. Functional and non-functional requirements as well as system and integration architecture requirements will be provided later during the procurement procedure. All requirements for the procurement, as well as the contract terms, will be defined during the procurement procedure. All final requirements will be presented in the final invitation to tender.,