Case and service desk system

Vestfold county needs a new contract for a case and service desk system that commenced in August 2025. The delivery shall be delivered as a software as a service (SaaS). We would like a new system in operation in September 2025, with a gradual phasing-in for the different sectors in …

CPV: 72590000 Servicios profesionales relacionados con la informática, 48000000 Paquetes de software y sistemas de información, 48200000 Paquetes de software de conexión en red, Internet e intranet, 48500000 Paquetes de software de comunicación y multimedia, 48510000 Paquetes de software de comunicación, 48511000 Paquetes de software de comunicaciones de escritorio, 48810000 Sistemas de información, 72000000 Servicios TI: consultoría, desarrollo de software, Internet y apoyo
Lugar de ejecución:
Case and service desk system
Organismo adjudicador:
Vestfold fylkeskommune
Número de premio:
Anskaffelse-2025-22

1. Buyer

1.1 Buyer

Official name : Vestfold fylkeskommune
Legal type of the buyer : Regional authority
Activity of the contracting authority : General public services

2. Procedure

2.1 Procedure

Title : Case and service desk system
Description : Vestfold county needs a new contract for a case and service desk system that commenced in August 2025. The delivery shall be delivered as a software as a service (SaaS). We would like a new system in operation in September 2025, with a gradual phasing-in for the different sectors in the county. The system shall be used by Digital Services to support all internal processes, ITIL processes and enquiries from final users. Important processes and functions that ought to be covered by the system (the list is not exhaustive) •Incident process (events, errors, orders of equipment etc.) •Problem process •Change process •Fixture management •Managing pupil PCs The system shall also support other sectors in the organisation in their case handling, both in internal case handling and enquiries from the county's inhabitants. Integrations with existing systems and/or tools that are currently used will be an important factor in the procurement. Particularly within: The system shall also support other sectors in the organisation in their case handling, both for internal case handling and enquiries from the county's inhabitants. Integrations with existing systems and/or tools that are currently used will be an important factor in the procurement. Particularly within: • Integration with M365 • Microsoft Entra ID • Microsoft Intune • Microsoft Teams • The Microsoft Outllook system shall be used by Digital Services to support all internal processes, ITIL processes and enquiries from end-users. Particularly within: • Integration with M365 •Microsoft Entra ID •Microsoft Intune •Microsoft Teams •The Microsoft Outllook system shall be used by Digital Services to support all internal processes, ITIL processes and enquiries from end-users. The system shall also support other sectors in the organisation in their case handling, both by internal case handling and enquiries from the county's inhabitants. Integrations with existing systems and/or tools that are currently used will be an important factor in the procurement. A more detailed description will be made available in the tender phase in Annex 1 - the Customer ́s needs description and requirement specifications.
Procedure identifier : 1f4f8973-d61a-4490-bc1f-d53eac09d307
Internal identifier : Anskaffelse-2025-22
Type of procedure : Negotiated with prior publication of a call for competition / competitive with negotiation
The procedure is accelerated : no
Justification for the accelerated procedure :
Main features of the procedure :

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72590000 Computer-related professional services
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48200000 Networking, Internet and intranet software package
Additional classification ( cpv ): 48500000 Communication and multimedia software package
Additional classification ( cpv ): 48510000 Communication software package
Additional classification ( cpv ): 48511000 Desktop communications software package
Additional classification ( cpv ): 48810000 Information systems
Additional classification ( cpv ): 72000000 IT services: consulting, software development, Internet and support

2.1.2 Place of performance

Postal address : Svend Foyns gt. 9
Town : Tønsberg
Postcode : 3126
Country subdivision (NUTS) : Vestfold og Telemark ( NO091 )
Country : Norway

2.1.4 General information

Legal basis :
Directive 2014/24/EU

2.1.6 Grounds for exclusion

Analogous situation like bankruptcy under national law : Is the supplier in a situation where he has been forced debt arrangement? Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers made mandatory in accordance with the current national law without the possibility for exceptions.
Bankruptcy : Is the tenderer in a bankruptcy situation? Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers made mandatory in accordance with the current national law without the possibility for exceptions.
Corruption : Is the tenderer himself or a person, who is a member of the tenderer's administration, management or supervisory body or has the competence to represent or control or make decisions in such bodies, in the event a enforceable verdict has been convicted of corruption by a verdict handed down not more than five years ago, or a rejection period determined directly in the judgement that still applies? Corruption as defined in Article 3 of the Convention on Combating Corruption, Involving European Communities or European Union Member States (EUT C 195 of 25.6.1997, s. 1), and in Article 2, point 1, in the Council ́s framework decision 2003/568/RIA of 22 July 2003 on combating corruption in the private sector (EUT L 192 of 31.7.2003, p. 54). This rejection reason also includes corruption as defined in national law for the contracting authority or supplier.
Arrangement with creditors : Is the supplier in a situation where he has been forced debt arrangement? Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers made mandatory in accordance with the current national law without the possibility for exceptions.
Participation in a criminal organisation : Is the tenderer himself or a person, who is a member of the tenderer's administration, management or supervisory body or has the competence to represent or control or make decisions in such bodies, at the time a legally convicted verdict of participation in a criminal organisation by a verdict handed down no more than five years ago, or a rejection period set out directly in the judgement that still applies? Participation in a criminal organisation as defined in Article 2 of the Council ́s framework decision 2008/841/RIA of 24 October 2008 on control of organised crime (EUT L 300 of 11.11.2008, p. 42)
Agreements with other economic operators aimed at distorting competition : Has the tenderer entered into agreement(s) with other tenderers with the intention of turning the competition?
Breaching of obligations in the fields of environmental law : Is the tenderer aware of breaches of environmental provisions as stated in national law, the relevant notice or procurement documents or Article 18 (2) of Directive 2014/24/EU.
Money laundering or terrorist financing : Is the tenderer himself or a person, who is a member of the tenderer's administration, management or supervisory body or has the competence to represent or control or make decisions in such bodies, in the event a legal verdict has been convicted of money laundering or financing terrorism by a verdict handed down no more than five years ago, or a rejection period set out directly in the judgement that still applies? Money laundering or financing terrorism As defined in Article 1 of the European Parliament and Council Directive 2005/60/EF of 26 October 2005 on preventive measures against the use of the financial system for money laundering and financing terrorism (EUT L 309 of 25.11.2005, p. 15).
Fraud : Is the tenderer himself or a person, who is a member of the tenderer's administration, management or supervisory body or has the competence to represent or control or make decisions in such bodies, at the time a legally convicted of fraud has been convicted of fraud by a verdict handed down not more than five years ago, or a rejection period determined directly in the judgement that still applies? Fraud included in Article 1 of the Convention on protection of the Financial Interests of the European Communities (EFT C 316 of 27.11.1995, p. 48).
Child labour and other forms of trafficking in human beings : Is the tenderer himself or a person, who is a member of the tenderer's administration, management or supervisory body or has the competence to represent or control or make decisions in such bodies, in the event a legal verdict has been convicted of child labour and other forms of human trafficking by a verdict handed down no more than five years ago, or a rejection period determined directly in the judgement that still applies? Child labour and other forms of human trafficking as defined in Article 2 of the European Parliament and council directive 2011/36/EU of 5. 1 April 2011 on the prevention and control of human trafficking and the protection of its victims and for compensation of the Council ́s framework decision 2002/629/RIA (EUT L 101 of 15.4.2011, p. 1).
Insolvency : Is the tenderer in an insolvency situation? Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers made mandatory in accordance with the current national law without the possibility for exceptions.
Breaching of obligations in the fields of labour law : Is the tenderer aware of breaches of provisions on working conditions as stated in national law, the relevant notice or procurement documents or Article 18 (2) of Directive 2014/24/EU.
Assets being administered by liquidator : Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers made mandatory in accordance with the current national law without the possibility for exceptions.
Guilty of misrepresentation, withheld information, unable to provide required documents and obtained confidential information of this procedure : Has the tenderer: a) given grossly incorrect information with the notification of the information required to verify that there is no basis for rejection, or of the qualification requirements being fulfilled, b) failed to provide such information, c) made reservations immediately to present the supporting documents requested by the contracting authority, or d) improperly affected the contracting authority ́s decision process to acquire confidential information that could give this an unlawful advantage in connection with competition, or negligently has given misleading information that can have a significant influence on decisions on rejection, selection or award?
Conflict of interest due to its participation in the procurement procedure : Are tenderers aware of a conflict of interest as stated in national law, the relevant notice or procurement documents?
Direct or indirect involvement in the preparation of this procurement procedure : Has the tenderer or an entity associated with the supplier advised the contracting authority or in another way been involved in the planning of the competition?
Guilty of grave professional misconduct : Has the tenderer committed serious errors in professional practice? If relevant, see the definitions in national law, the relevant notice or procurement documents.
Early termination, damages or other comparable sanctions : Has the tenderer committed significant breaches of contract in connection with the fulfilment of a previous public contract, a previous contract with a public contracting authority or a previous concession contract, where the breach has led to the cancellation of the contract, compensation or other similar sanctions?
Breaching of obligations in the fields of social law : Is the tenderer aware of breaches of provisions on social conditions as stated in national law, the relevant notice or procurement documents or Article 18 (2) of Directive 2014/24/EU.
Payment of social security contributions : Have tenderers failed to fulfil all their social security obligations in the country where they are established and in their member state, if this is a different country than what he is established in?
Business activities are suspended : Specify why, under the mentioned circumstances, one is able to carry out the contract, considering the current national provisions and measures for continuing the business activities? It is not necessary to provide this information if rejection of tenderers made mandatory in accordance with the current national law without the possibility for exceptions.
Payment of taxes : Has the tenderer not fulfilled his tax and duty obligations in the country in which he is established, and in the contracting authority's member state, if this is a different country than what he is established in?
Terrorist offences or offences linked to terrorist activities : Is the tenderer himself or a person, who is a member of the tenderer's administration, management or supervisory body, or has the competence to represent or control or make decisions in such bodies, in the event a legal verdict has been convicted of acts of terrorism or criminal acts connected to terrorist activities by a verdict handed down no more than five years ago, or a rejection period set out directly in the judgement that still applies? Acts of terrorism or criminal acts relating to terrorist activity as defined in Article 1 and 3 of the Council ́s framework decision 2002/475/RIA of 13 June 2002 on combating terrorism (EFT L 164, af 22.6.2002, p. 3). This rejection reason also includes incitement to, participation or attempts to commit such actions as included in Article 4 in the mentioned framework decision.

5. Lot

5.1 Lot technical ID : LOT-0000

Title : Case and service desk system
Description : Vestfold county needs a new contract for a case and service desk system that commenced in August 2025. The delivery shall be delivered as a software as a service (SaaS). We would like a new system in operation in September 2025, with a gradual phasing-in for the different sectors in the county. The system shall be used by Digital Services to support all internal processes, ITIL processes and enquiries from final users. Important processes and functions that ought to be covered by the system (the list is not exhaustive) •Incident process (events, errors, orders of equipment etc.) •Problem process •Change process •Fixture management •Managing pupil PCs The system shall also support other sectors in the organisation in their case handling, both in internal case handling and enquiries from the county's inhabitants. Integrations with existing systems and/or tools that are currently used will be an important factor in the procurement. Particularly within: The system shall also support other sectors in the organisation in their case handling, both for internal case handling and enquiries from the county's inhabitants. Integrations with existing systems and/or tools that are currently used will be an important factor in the procurement. Particularly within: • Integration with M365 • Microsoft Entra ID • Microsoft Intune • Microsoft Teams • The Microsoft Outllook system shall be used by Digital Services to support all internal processes, ITIL processes and enquiries from end-users. Particularly within: • Integration with M365 •Microsoft Entra ID •Microsoft Intune •Microsoft Teams •The Microsoft Outllook system shall be used by Digital Services to support all internal processes, ITIL processes and enquiries from end-users. The system shall also support other sectors in the organisation in their case handling, both by internal case handling and enquiries from the county's inhabitants. Integrations with existing systems and/or tools that are currently used will be an important factor in the procurement. A more detailed description will be made available in the tender phase in Annex 1 - the Customer ́s needs description and requirement specifications.
Internal identifier : Anskaffelse-2025-22

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72590000 Computer-related professional services
Additional classification ( cpv ): 48000000 Software package and information systems
Additional classification ( cpv ): 48200000 Networking, Internet and intranet software package
Additional classification ( cpv ): 48500000 Communication and multimedia software package
Additional classification ( cpv ): 48510000 Communication software package
Additional classification ( cpv ): 48511000 Desktop communications software package
Additional classification ( cpv ): 48810000 Information systems
Additional classification ( cpv ): 72000000 IT services: consulting, software development, Internet and support

5.1.2 Place of performance

Postal address : Svend Foyns gt. 9
Town : Tønsberg
Postcode : 3126
Country subdivision (NUTS) : Vestfold og Telemark ( NO091 )
Country : Norway
Additional information :

5.1.3 Estimated duration

Duration : 2 Year

5.1.4 Renewal

Maximum renewals : 4
The buyer reserves the right for additional purchases from the contractor, as described here : The contracting authority shall have the option to extend the framework agreement for a further 4 times, 2 years at a time, to a total maximum of 10 years.

5.1.6 General information

Reserved participation : Participation is not reserved.
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : no

5.1.9 Selection criteria

Criterion :
Type : Economic and financial standing
Name : Economic and financial position requirements
Description : See the description in the tender documentation.
Use of this criterion : Used
Criterion :
Type : Other
Name : The tenderer fulfils the stated qualification requirements:
Description : All the necessary selection criteria specified in the notice or in the procurement documents mentioned in the notice are fulfilled.
Use of this criterion : Used
Criterion :
Type : Other
Name : This fulfils the objective and non-discriminatory criteria or rules that shall be used to select the number of tenderers in the following way: If certain certificates or other forms of documentation are requested, indicate to each individual whether the tenderer is in possession of the requested documents:
Description : If any of these certificates or other forms of documentation are available in electronic form, the certificates are to be provided for each:
Use of this criterion : Used
Criterion :
Type : Suitability to pursue the professional activity
Name : Requirement for tax certificate
Description : See the description in the tender documentation.
Use of this criterion : Used
Criterion :
Type : Suitability to pursue the professional activity
Name : Registration, authorisations, etc.
Description : See the description in the tender documentation.
Use of this criterion : Used
Criterion :
Type : Technical and professional ability
Name : Requirements of technical and professional qualifications - implementation ability and capacity
Description : See the description in the tender documentation.
Use of this criterion : Used
Criterion :
Type : Technical and professional ability
Name : Requirement for technical and professional qualifications - relevant experience
Description : See the description in the tender documentation.
Use of this criterion : Used

5.1.11 Procurement documents

Deadline for requesting additional information : 13/04/2025 22:00 +00:00
Address of the procurement documents : https://tendsign.com/doc.aspx?MeFormsNoticeId=52459

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : Norwegian
Electronic catalogue : Allowed
Advanced or qualified electronic signature or seal (as defined in Regulation (EU) No 910/2014) is required
Deadline for receipt of requests to participate : 25/04/2025 13:00 +00:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Electronic invoicing : Required
Electronic ordering will be used : yes
Electronic payment will be used : yes

5.1.15 Techniques

Framework agreement :
No framework agreement
Information about the dynamic purchasing system :
No dynamic purchase system
Electronic auction : no

5.1.16 Further information, mediation and review

Review organisation : Vestfold tingrett

8. Organisations

8.1 ORG-0001

Official name : Vestfold fylkeskommune
Registration number : 929882385
Department : Anskaffelser
Postal address : Svend Foyns gate 9
Town : TØNSBERG
Postcode : 3126
Country subdivision (NUTS) : Vestfold og Telemark ( NO091 )
Country : Norway
Contact point : Margrete Kjelven
Telephone : +47
Roles of this organisation :
Buyer

8.1 ORG-0002

Official name : Vestfold tingrett
Registration number : 926 723 618
Postal address : Postboks 2013
Town : Tønsberg
Postcode : 3103
Country subdivision (NUTS) : Vestfold og Telemark ( NO091 )
Country : Norway
Telephone : 33 20 67 00
Roles of this organisation :
Review organisation

11. Notice information

11.1 Notice information

Notice identifier/version : 542d7703-b474-4134-87d1-b7496010cf2c - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 25/03/2025 14:00 +00:00
Notice dispatch date (eSender) : 25/03/2025 14:14 +00:00
Languages in which this notice is officially available : English

11.2 Publication information

Notice publication number : 00197679-2025
OJ S issue number : 61/2025
Publication date : 27/03/2025