Request for Proposals: Consultancy, Review of GTDS Current IT Service Management (ITSM) Provision and Recommendations for Improvement

Title of the Assignment : Consultancy, Review of GTDS Current IT Service Management (ITSM) Provision and Recommendations for ImprovementType: Consultancy Service AgreementWork location: RemoteSubmission deadline: 25 September 2026 PLEASE SEE THE TERMS OF REFERENCE IN OUR WEBSITE BackgroundThe Global Technology and Digital Solutions team relies on its IT Service Management (ITSM) provision to deliver efficient, effective and reliable IT services to WWF International and the WWF National Offices for which it provides hosting and other IT Services, including Microsoft 365. The organisation has in recent years migrated its digital workplace services to Microsoft 365 and also implemented a number of largely Microsoft based corporate systems and services. Its ITSM provision has adapted tactically to support these new services, but it has become challenging to provide efficient and effective customer service and meet ongoing and expected future demand. The current service is not effectively aligned to ITIL best practice, so does not have formal processes in place for SLAs, Change Management, etc. To ensure that the ITSM framework continues to meet organisational needs and adapts to evolving best practices, a comprehensive review is required. This document sets out the Terms of Reference (ToR) for a review of the current ITSM provision and the development of recommendations for improvement. In order to gain an objective and industry aligned view, it is proposed that the review is carried out by an external specialist with the expertise and experience in a holistic modernization of ITSM service offering from people, process and technology perspectives. Submission InstructionsSubmit proposals to: procurement@wwfint.orgSubject line: “RFP – IT Service Management Consultancy – [Bidder Name]"Deadline: 25 September 2026 by 23:59 (CET)Currency :( ie) CHFLate submissions will not be considered.For RFP submissions, technical and financial proposals should be submitted as separate documents. This opportunity is open to consultants globally. Consultants may be based anywhere in the world and should demonstrate their ability to deliver the required outcomes effectively and within the agreed timeline. PLEASE SEE THE TERMS OF REFERENCE IN OUR WEBSITE