Cloud-based information technology service management (itsm)

• Closing Date and Time: 24 July 2026 at 10:00 AM.
• Non-Compulsory Briefing Session: 20 July 2026 at 10:00 AM via Microsoft Teams.

• Join link: https://teams.microsoft.com/meet/373209799360645?p=xDJcoi8KWW87Jq7IyH
• Meeting ID: 373 209 799 360 645
• Passcode: ju3gK9eN

• Quotation Validity Period: 90 days.

• A non-compulsory briefing session is scheduled for 20 July 2026 at 10:00 AM via Microsoft Teams.
• Join link: https://teams.microsoft.com/meet/373209799360645?p=xDJcoi8KWW87Jq7IyH
• Meeting ID: 373 209 799 360 645, Passcode: ju3gK9eN.

• Contact Person: Granny Motsie
• Telephone: 011 377 6649
• Email for Quotation Submissions: [email protected]
• General Enquiries Email: [email protected]

• Submit your quotation via email only to [email protected]. Submissions to any other address will be disqualified.
• Your quotation must be on an official company letterhead and include all costs.
• The quotation must state a total fixed amount, inclusive of all applicable taxes.
• Quotations are valid for 90 days from the closing date.

Bidders must: 1) Submit all mandatory documents including ITIL certification proof, 2) Score minimum 75/100 on functionality evaluation, 3) Submit quotation to correct email address ([email protected]), 4) Provide official letterhead quotation with all costs included, 5) Have solution hosted within South African borders, 6) Not be listed on tender defaulters/restricted suppliers register.

• You are required to supply, implement, support, maintain, train, and license a cloud-based Information Technology Service Management (ITSM) solution.
• The solution must be aligned with ITIL best practices and delivered as a Software-as-a-Service (SaaS) platform hosted within South Africa.
• Contract period: 24 months (from 01 September 2026 to 31 August 2028).
• Key Objectives: Establish a Single Point of Contact (SPOC), align with ITIL, improve incident response, automate processes, enhance user experience, provide reporting and analytics, and support governance.
• The solution must support the following ITIL practices:

• Incident Management, Service Request & Catalogue Management, Problem Management, Change Enablement, Service Level Management.
• Knowledge Management, Configuration & Asset Management (for 1500 assets), Solution Integration (Active Directory).
• Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management (must comply with POPIA, support RBAC, encryption, SSO).
• Release Management, Event Management, Reporting & Analytics, Virtual Training, Data Ownership (data remains CCMA property).

• Deliverables: Implemented ITSM solution, configured ITIL processes, CMDB, knowledge base, user portal, training and documentation, and ongoing support and maintenance services.

• You must submit a 4-week project plan with timelines and key tasks for deployment (15 evaluation points).
• You must provide a risk management analysis report detailing deployment risks and mitigation strategies (5 evaluation points).
• You must submit a comprehensive virtual training plan (5 evaluation points).

• Track Record: Provide contactable, traceable reference letters from clients for cloud-based ITSM solutions delivered in the last 10 years. Letters must include company name, letterhead, contact person, telephone numbers, and service commencement date.
• Human Resources: Submit a clearly marked CV for an ITSM Consultant. Points are awarded based on years of continuous experience in provisioning and supporting cloud-based ITSM solutions.

• Provide a detailed pricing schedule as an appendix.
• Breakdown must include: Implementation (once-off), Remote Support and Maintenance, and Licenses (25 units).
• Show Unit Cost, Year 1 total, Year 2 total, VAT, and Grand Total (including VAT).

• Your quotation must state a total fixed amount, inclusive of all applicable taxes (VAT).
• You must provide a detailed pricing schedule as an appendix, showing costs per component for Year 1 and Year 2.
• Required pricing components: Implementation (once-off), Remote Support and Maintenance, and Licenses (quantity 25).
• The evaluation uses the 80/20 preference point system for price scoring.

• Mandatory Requirement: Provide proof that the software solution is ITIL-certified in South Africa.
• B-BBEE (Preference Points): To claim points, you must submit proof of ownership:

• Copy of founding documentation (e.g., CIPC registration).
• Copy of ID documents for owners.
• For Persons with Disability points, a medical certificate confirming disability is also required.

• General Compliance: You must complete and submit the SBD 4 (Bidder's Disclosure) and SBD 6.1 (Preference Points Claim Form) declarations.
• Data Protection: You must comply with the Protection of Personal Information Act (POPIA). A consent form is included in the document.

• Preference points are awarded for Specific Goals: Black Owned Entities (8 points), Women Owned Entities (6 points), Youth Owned Entities (4 points), Persons with Disability Owned Entities (2 points).
• To claim points, submit proof of ownership: founding documentation (e.g., CIPC), ID copies, and for disability points, a medical certificate.

• Contract Duration: 24 months (01 September 2026 to 31 August 2028).
• Data Ownership: All data remains the property of CCMA. Upon contract termination, you must provide data export capability and data migration support.

• Mandatory: Proof of ITIL certification for the software solution in South Africa.
• You must complete the SBD 4 Bidder's Disclosure form, declaring any state employment, relationships with CCMA staff, or interests in other bidders.
• You must complete the SBD 6.1 Preference Points Claim form for B-BBEE scoring.

• The 80/20 preference point system applies (80 points for price, 20 for Specific Goals).
• Detailed formulae for price scoring are provided in the document.
• Bidders must score a minimum of 75 out of 100 on functionality to proceed to price and preference evaluation.