8, October 2019

ESA Open Invitation to Tender AO9945
Open Date: 03/10/2019
Closing Date: 14/11/2019 13:00:00

Status: ISSUED
Reference Nr.: 19.187.02
Prog. Ref.: Earthnet;Mission Management
Budget Ref.: E/0078-00 – Earthnet;E/E110-E5 – Mission Management
Tender Type: C
Price Range: 200-500 KEURO
Products: Ground Segment / Mission Operations / Other
Technology Domains: Space System Software / Earth Observation Payload Data Exploitation / Information Systems and User Interfaces / Space System Software / Earth Observation Payload Data Exploitation / Core Infrastructure and Architectures
Establishment: ESRIN
Directorate: Directorate of EO Programmes
Department: EO Mission Management & GS Department
Division: ESA Ground Segment & Data Mngmt Division
Contract Officer: Schwarz, Nathalie
Industrial Policy Measure: N/A – Not apply
Last Update Date: 03/10/2019
Update Reason: Tender issue

ESA TellUS is the Earth Observation Payload Data User Services Portal and Platform accessible at It is a customisation of the information technology service management (ITSM) solution from ServiceNow provided as software-as-a-service (SaaS). The current ESA TellUS implementation covers the processes for: – Incident Management, – Problem Management, – Change Management, – Release Management, – Request Fulfilment, – Configuration management, – Knowledge Management.ESA TellUS is used four different user categories. – External data users who use the portal to raise service requests and incidents. – Various service suppliers that work and fulfil the received requests. – Service managers that use dashboards and reports to monitor service delivery. -Various third party supplies receive task assignments and related documentation using email integration.ESA TellUS was originallydeveloped and went live in 2015. It has since then been continuously updated to follow the ServiceNow ITSM product path and to enhance and extend the platform capabilities. The intended ITT aims at procuring a continued maintenance and evolution support for theplatform for the years 2020 – 2022.

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