Public procurement notice: Contract Notice
Published: 2022-01-17
Buyer: Danmarks Nationalbank
Country: DK
Contract type: Services
Procedure: Competitive procedure with negotiation
CPV classification: 48000000 | 72000000 | 72200000 | 72220000: Systems and technical consultancy services | 72253000: Helpdesk and support services
Estimated value: 110000000 DKK
Submission deadline: 2022-02-14
Award criteria: The most economic tender

Technical requirements: Υπηρεσίες τεχνολογίας των πληροφοριών: παροχή συμβουλών, ανάπτυξη λογισμικού, Διαδίκτυο και υποστήριξη
Danmarks Nationalbank (the contracting authority) is the central bank of Denmark, which is an independent selfgoverning institution established by law. Danmarks Nationalbank's purpose is to ensure stable prices, safe payments and a stable financial system. This contract notice intends to establish a Services Framework Agreement with a Service Provider on the delivery of Enterprise Service Management related Services.  The existing Enterprise Service Management is based on ServiceNow (“DN ServiceNow”), and it went live in production June 2018.  Users on the platform are comprised of personnel from the Danmarks Nationalbank as well as personnel from external service providers contracted to handle services on an array of platforms.   The Customer currently has four instances: DEV, TEST, PREPROD and PROD and also intends to keep these going forward.
The Customer generally aims to leverage the out-of-the-box functionality provided by ServiceNow to the greatest extent possible. However, in a number of areas it has been necessary to implement customisations, namely:
•	Multivendor support. Flexible least privileged access functionality enabling a given external service provider to access records and/or configuration items related to the services contracted to that company, while preventing users from that company from accessing records related to services handled by other service providers. User from the Customer are able to make any given record available for service providers not normally able to access it.
•	Change management customisations enable distributed and scaled approval governance based upon selected service, automatically created tasks for implement and review states support operation and accountability
•	CSM partner portal contains functionality enabling external service providers to view and manage own backend users through the partner portal
•	Release management is built based upon an existing stub of functionality with bespoke functionality and extended as a bespoke solution.
•	Certificate management is built as a bespoke application from scratch. The application is used to manage an array of certificate types used by the Customer and to trigger renewal workflows for expiring certificates.
•	Service management integration engine is largely built from scratch to be used for integration to third party service management solutions based upon the REST API.
The Customer intends to enter into a four-year agreement regarding an enterprise service management platform, encompassing:
The shortlisting of candidates invited to tender will be based on an evaluation of which candidates have documented the most relevant deliveries, see section III.1.3), of the services covered by the framework agreement, see the description in sections II.1.4) and II.2.4).
The evaluation of the most relevant deliveries will be made on the basis of the extent to which the references document experience with delivery of comparable services to a similar customer, as follows:
•	Experience with delivering of similar services to a mature undertaking in a regulated industry, e.g. pharma, finance or fast-moving consumer goods, with high focus on security and stability
•	Experience with delivering services related to Enterprise Service Management, e.g. service desk, development, release management   and test management
•	Experience with ensuring the delivery of PaaS of an Enterprise Service Management, e.g. consulting services, licenses, partner-relation (ServiceNow or similar)


Award value: 110000000