ClosedServicesEuropeanOpen

ITSM & ITIL Specialist

Name: ITSM & ITIL Specialist
Creator: GÉANT
Published: 2025-11-12
License: https://creativecommons.org/publicdomain/zero/1.0/
Keywords: ITSM, ITIL, platform, service desk, SLA

GÉANT · Open · 400751

0 of 6 core insights found

Measures presence, not accuracy · documents remain authoritative

ScopeAdvicePoints of attentionSuitability requirementsAward criteriaTimeline

Type

Services

72000000

Estimated value

Not published

To deadline

Ongoing

Knock-outs

n/a

exclusion grounds

Award basis

Best price-quality ratio

Assess manuallyconfidence low

GÉANT is looking for an ITSM & ITIL Specialist to select and implement a new ITSM platform, focused on SLA improvement and customer satisfaction. The assignment is intended for a technological service organization with experience in ITSM transformation. There are no lots or specific SME requirements, meaning it is primarily aimed at large ICT providers. This is of interest to organizations with experience in ITIL implementation and large transformation projects.

Services · Open · European procedure

European

Contracting authority

GÉANT

Contract type

Services

Open

Estimated value

Estimate not published

Submission deadline

Ongoing

Scope

European

European procedure

Lots

Single contract

Main CPV code

72000000

Location

Netherlands

CharacteristicsCPV 72ServicesEU tenderITSMITILplatform

01What is being requested

GÉANT is looking for an ITSM & ITIL Specialist to select and implement a new ITSM platform, focused on SLA improvement and customer satisfaction. The assignment is intended for a technological service organization with experience in ITSM transformation. There are no lots or specific SME requirements, meaning it is primarily aimed at large ICT providers. This is of interest to organizations with experience in ITIL implementation and large transformation projects.

GÉANT desires to contract an organisation for the ongoing provision of an ITSM & ITIL Specialist de la part de GÉANT. In this section relevant background information on the project is provided. GÉANT has reviewed, with our current ITSM & ITIL specialist, our current setup in relation to service desk tools and processes and are now implementing a procurement process for the purchase of a new ITSM platform. There is a continued requirement for a ITSM & ITIL specialist to complete the procurement process and support the implementation of the new platform across the organisation. Working with the

72000000Services

02Exclusion grounds

Exclusion grounds — consult the ESPD

No specific exclusion grounds were extracted. In a European tender, the mandatory and discretionary grounds of art. 2.86/2.87 of the Dutch Procurement Act almost always apply — check the European Single Procurement Document (ESPD).

03Value in context

Estimate not published

The contracting authority did not publish an estimated value — common for a large share of contracts. The EU threshold for diensten is € 221.000, for reference.

04Likely competitors

#Likely bidderFitWins

1Centric Netherlands B.V.SME9556×

2KPN B.V.SME9527×

3PQR B.V.SME9525×

4Bechtle direct B.V.SME9525×

5PinkRoccade Local Government B.V.SME9434×

6Axians Communication Solutions B.V.SME9418×

05Legal themes that may be relevant here

Advies 300> Openbare Europese aanbesteding voor beheer en onderhoud van applicaties en aanverwante ICT-diensten. De zittende leverancier heeComplaint upheld Advies 689> Aanbesteder heeft vrijwillig bekendgemaakt dat hij een opdracht heeft gegund voor de inkoop van een softwareplatform voor gemeenComplaint upheld Advies 86> Europese openbare aanbesteding voor levering en onderhoud. Voldoet de motivering van de gunningsbeslissing aan het vereiste dat Advies 307> Renovatie tunnel op basis van Design, Build & Maintain-contract. Als er paritair opgestelde voorwaarden zijn, mogen op grond van Advies 544> De aanbesteder heeft een dynamisch aankoopsysteem (DAS) ingesteld voor de inhuur van extern personeel. Onder het DAS heeft de aaComplaint dismissed

06Frequently asked questions

What is the core of the assignment for the ITSM & ITIL Specialist?

The specialist supports the entire process of the selection and implementation of a new ITSM platform. This includes supporting the adoption of ITSM practices and improving SLA compliance, customer satisfaction, and gaining insight into common user issues.

What specific expertise is required from the contractor?

An experienced contractor is sought with demonstrable experience in the delivery of service management transformations. This must include expertise in ITSM tool design, implementation, process design, and embedding processes into working practices, including quality assurance.

What is the goal of the ITSM transformation within the organization?

The goal is to implement fundamental ITIL processes to support the selection of a new ticketing system. This should lead to improved SLA compliance, higher customer satisfaction, and better insights into the issues faced by the user base.

Automatically compiled from the official tender data and documents.

07Estimated value versus the market

p25
€ 327K

median
€ 800K

p75
€ 2,5 mln

deze opdracht

Gegunde waarden in CPV 72 · diensten n=1436