📋 Tender Overview
Contract awarded for Ex-post: enterprise service management (esm) the 2 lot-0001, title: implementation, introduction and operation, description: due to the continuously increasing requests from users and requirements from the business areas of mük, it is necessary to improve the management of processes and other aspects in the entire end-to-end lifecycle management of enterprise services and assets. in the first phase, the esm system is to be introduced for technology management, occupational safety, corporate communication, and the medical device safety office, with further expansion stages to include additional business areas. for the specialist areas to be connected later, there are no complete target process descriptions available yet. the existing ticket system must be replaced by the new esm system for all previous users by the end of 2026 at the latest. the subject of the tender is the procurement, introduction, and operation of an enterprise service management (esm) system with a central user portal to standardize and digitize internal service processes of mük. the solution must be usable across processes, consolidate existing it assets, services, operations, and portfolio information, and represent the complete lifecycle. the tender includes both cloud-based provision and services for implementation, configuration, integration, and consulting. the goal is the gradual introduction of a comprehensive esm to modernize service delivery and improve the service experience for employees and customers. the contractor is responsible for preparing the organization for the change, providing licenses, ensuring operational readiness, documentation, an orderly transition of operations, and role-based training for system users and administrators. key points of the service subject are: - the provider must provide the required cloud computing services in a user-restricted cloud solution (private cloud) and own and operate it at two locations in germany. - in the long term, mük plans to establish its own sovereign private cloud to which the tendered esm must be migrated. - the implementation of a solution for enterprise service management to digitize and standardize internal processes and services - the provision of a central, user-friendly, and personalized service portal for all users - ensuring integration capability with internal systems via a locally operated integration component - gradual expandability to additional business areas, processes, and services without fundamental system adjustments the award subject is divided into 3 lots: lot 1: license provision (delivery) lot 2: implementation, introduction, and operation lot 3: organizational/process consulting there is no (minimum) acceptance or (minimum) order obligation for the client for lots 1, 2, and 3. § 132 gwb remains unaffected. throughout the entire duration of the contract, a maximum of 830 pt for lot 2 and 550 pt for lot 3 (maximum quantity) can be called off. it should be noted that the services tendered in lots 2 and 3 will not be awarded to a contractor. therefore, only one submission per lot is permitted. estimated value excluding vat: -1.00 eur.Ex-post: enterprise service management (esm) the 2
