Notice for additional information, information on incomplete procedure or corrigendum

Contract for the procurement of licenses and maintenance of an Enterprise Service Management (ESM) software in a Software as a Service (SaaS) model.

Contract for the procurement of licenses and maintenance of an Enterprise Service Management (ESM) software in a Software as a Service (SaaS) model.
The solution must be a central system that allows follow-up and monitoring of:
• All important ICT procedures (ITSM = Information Technology Service Management )
• Other enterprise processes (ESM = Enterprise Service Management).
The ESM-software needs to satisfy the following non functional/technical requirements:
a. Requirement about user user interface:
• Multi-lingual user interface: Dutch, French, English
b. ESM- sotware standard integration requirements :
• Sharepoint
• Office 365
• Monitoring tools such as Nimsoft, OEM, SCOM, Dynatrace, etc.
• Password reset software
• Active Directory for Single sign-on
• ITOM software such as Peregrine, ASK it; Discovery
• Web Services
c. Standard Compatibility requirements:
• Windows 7 & 10
• IE 11, Edge, Chrome, Firefox
• Android, iOS
d. For “Sizing” the solution must satisfy following requirements:
• Available database volume 500 gb minimum
• Minimum number “concurrent sessions self service”: 1000 – 2000
• Minimum number “concurrent sessions” 1st & 2nd line: 200
• Minimum number of tickets to follow per month: 10000
De functional minimum requirements that need to be covered by the software are:
• Enterprise wide multitenant solution for service management
• Enterprise wide solution for segregation between departments
• Easiness to interact; i.e. intuitive user interface
• Workload automation capability
• Process automation capability
• Business service catalogue management
• Service portfolio integration & catalogue mgt
• Project portfolio integration capability
• Integration capability of major players SW in ITOM market
• Transparency of all events, incidents, problems…
• Cost management
• License management
• The ability to report in real time on incidents and events
• Reporting and KPIs within/across all of the domains
• Service level management end to end; SLA~SLR alignment
• OLA level management
• Request Fulfillment/Demand Management
• CMDB automation
• Event Management
• Incident Management
• Problem Management
• Change Management
• Release Management & Deployment
• Configuration / Asset Management
• Knowledge Management
• Alerting
The integration will be performed later on by providers selected through another procedure.
The retained candidates will have to collaborate with the selected providers. This will constitute a contractual obligation in the to-be-concluded contract.

Publication date
Business sector (CPV)
72000000 - IT services: consulting, software development, Internet and support
This notice involves

Contracting authority

Official name
bpost limited company under public law
Postal address
Muntcentrum, 1000 Brussels, BE
Contact point(s)
For the attention of
Sophie Bauden

Information to be corrected or added

Place of text to be modified
Section III.2.1)
Instead of
Please use the model "Formulaire de demande de participation" appended to this announcement.
Please use the model "Formulaire de demande de participation" (Participation Document FR) appended to this announcement.

Other additional information

The attachment "Formulaire de demande de participation" mentioned in section III.2.1) of the original notice was not attached and is now added via this erratum.

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