ITSM Software

Wollongong City Council invites suppliers to provide a fully cloud-native, browser-based ITSM platform delivered as 100% SaaS. The solution must be ready to use out-of-the-box, with minimal setup, no on-premises infrastructure, and no vendor-dependent configuration for routine changes.

The platform must support core ITIL practices, multi-channel ticketing, self-service, automation, and reporting, with intuitive workflows that Council staff can manage independently. Native Microsoft 365 integration, secure cloud hosting in Australia, and adherence to recognised security standards are required.

Vendors must provide implementation, data migration, training, and ongoing support, ensuring a rapid, operational Go-Live.