Servicios - 210110-2018

16/05/2018    S92    - - Services - Corrigenda - Competitive procedure with negotiation 

Norway-Trondheim: Information technology services

2018/S 092-210110

Corrigendum

Notice for changes or additional information

Services

(Supplement to the Official Journal of the European Union, 2018/S 081-182940)

Section I: Contracting authority/entity

I.1)Name and addresses
Norges Teknisk Naturvitenskapelige universitet (NTNU)
974 767 880
Jonnsvannsveien 82
Trondheim
7050
Norway
Contact person: Ina Sørfonden
Telephone: +47 735950000
E-mail: ina.t.sorfonden@ntnu.no
NUTS code: NO

Internet address(es):

Main address: www.ntnu.no

Address of the buyer profile: https://kgv.doffin.no/ctm/Company/CompanyInformation/Index/2686

Section II: Object

II.1)Scope of the procurement
II.1.1)Title:

Company service management system

Reference number: ANSK-0018-18
II.1.2)Main CPV code
72222300
II.1.3)Type of contract
Services
II.1.4)Short description:

NTNU would like to digitalise the reception place for user enquiries. NTNU is in the process of digitalizing the Service Management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. A user portal will be the primary point of contact. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of requests requiring personal assistance will be reduced, increasing the opportunity for value-added user support. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. Long term, the new service management system should also enable NTNU to make our service portfolio more accessible, add value to services’ Life Cycle Management support etc.

NTNU would like to procure an Enterprise Service Management-system for this purpose.

Section VI: Complementary information

VI.5)Date of dispatch of this notice:
14/05/2018
VI.6)Original notice reference
Notice number in the OJ S: 2018/S 081-182940

Section VII: Changes

VII.1)Information to be changed or added
VII.1.2)Text to be corrected in the original notice
Section number: II.1.4)
Place of text to be modified: Short description
Instead of:

NTNU would like to digitalise the reception place for user enquiries. NTNU is in the process of digitalizing the Service Management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. A user portal will be the primary point of contact. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of requests requiring personal assistance will be reduced, increasing the opportunity for value-added user support. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. Long term, the new service management system should also enable NTNU to make our service portfolio more accessible, add value to services’ Life Cycle Management support etc.

NTNU would like to procure an Enterprise Service Management-system for this purpose.

Read:

NTNU would like to digitalise the reception place for user enquiries. NTNU is in the process of digitalizing the Service Management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. A user portal will be the primary point of contact. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of requests requiring personal assistance will be reduced, increasing the opportunity for value-added user support. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. Long term, the new service management system should also enable NTNU to make our service portfolio more accessible, add value to services’ Life Cycle Management support etc.

NTNU would like to procure an Enterprise Service Management-system for this purpose.

Section number: II.2.4)
Place of text to be modified: Description of the procurement
Instead of:

NTNU would like to digitalise the reception place for user enquiries. NTNU is in the process of digitalizing the Service Management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. A user portal will be the primary point of contact. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of requests requiring personal assistance will be reduced. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. Long term, the new service management system should also enable NTNU to make our service portfolio more accessible, add value to services’ Life Cycle Management support etc.

NTNU would like to procure an Enterprise Service Management-system for this purpose.

Read:

NTNU is in the process of digitalizing the Service Management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. A user portal will be the primary point of contact. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of requests requiring personal assistance will be reduced. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. Long term, the new service management system should also enable NTNU to make our service portfolio more accessible, add value to services’ Life Cycle Management support etc.

NTNU would like to procure an Enterprise Service Management-system for this purpose.

VII.2)Other additional information: