Ireland – IT services: consulting, software development, Internet and support – IT Service and Corporate Case Management solution to St James's Hospital

St. James’s Hospital corporate directors of IT, Finance, HR and Facilities provide a range of services to over 7,000 users across the hospital’s operational and clinical teams. The IT directorate has implemented a basic helpdesk system for ticket logging but help requests to other corporate teams are largely ad-hoc, by email and phone. Furthermore, requests from end users are handled inconsistently throughout the hospital, with many paper forms, email requests and some custom .NET developed apps. It is estimated that there are several hundred request forms/workflows throughout the hospital, with less than a quarter of those digitised. From an IT perspective, there are limited tools in place to formalise other IT Service Management (ITSM) related activities such as Change Management, Service Portfolio Management etc. Some of these functions are being handled manually, and some are currently not in place. The Contracting Authority's intention is to procure a modern, customizable, fit for purpose IT Service and Corporate Case Management solution. See the attached Call for Tender document for the full list of requirements.