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 performance, and long-term sustainability. The scope of the solution includes platform design and configuration, implementation, integration, data migration (where required), testing, deployment, training, and ongoing support and optimisation. The contract term will be an initial five years, with options to extend for two further terms of two years each, subject to performance. The solution will support QUT’s multi-campus environment. It is expected to be cloud-based, with services delivered remotely where appropriate, supported by on-site engagement as required. Further details regarding QUT’s requirements, current environment, scope, evaluation criteria, and response instructions are provided in the attached procurement documents. Suppliers should review all attached files carefully, as they form part of this request and contain important information relevant to the preparation of submissions. QTenders has the following limits when uploading responses: Maximum of 50 files, with a total size up to 100 MB per upload File names must use only letters and numbers, and be short and clear Submit all tender clarification questions via QTenders by 3:00PM (AEST) Monday, 20 July 2026.