QUT IT Service Management (ITSM) Platform

Brief

Queensland University of Technology (QUT) is seeking a solution to replace its current IT Service Management (ITSM) platform. QUT is inviting offers from experienced suppliers to provide a modern, cloud-native ITSM and Enterprise Service Management (ESM) platform, together with implementation and support services where required. The proposed solution must deliver a standardised, scalable, and contemporary service management capability across the University. It should enable core ITSM and broader ESM functions, improve self-service and automation, integrate with QUT’s enterprise systems, and provide secure and reliable service delivery. This request is driven by the need to replace QUT’s existing platform, which is highly customised, complex, and costly to maintain. The current system limits efficiency, automation, integration, and reporting, and introduces operational and security risks. QUT is seeking a modern, industry-aligned solution to improve user experience, operational...