2026-0029 BMC Helix ITSM/SRM Engineering Services (NS) - MON 20 Apr

Deadline Date: Monday 20 April 2026

Requirement: Provision of BMC Helix ITSM/SRM Engineering Services

Location: Brussels, BE

Full Time On-Site: Yes

Period of Performance: 2026 BASE: As soon as possible but not later than 01 June 2026 – 30 December 2026 with possibility to exercise the following options:

2027 Option 1: from 1 January 2027 until 30 December 2027

2028 Option 2: from 1 January 2028 until 30 December 2028

Required Security Clearance: NATO SECRET

1 INTRODUCTION

1.1 NCIA – CSU BRU

Within the Agency CIS Support Unit (CSU) Brussels provides consistent, reliable and cost-effective ICT service delivery to all NATO customers located in the NATO compound in Brussels, including understanding and managing the interface with the Secretary General and Deputy Director General International Military Staff (DG IMS), through his/her delegated representatives ICTM/EXCO IMS, who act in the role of Intelligent Customer.

1.2 Coherence Branch

The Coherence (COH) Branch supports the Agency’s Demand Management (DM) organization, and is responsible for liaison with all customers in the CSU’s AoR and supports the Commander CSU in the role as NCIA representative and provides a single-entry point for customers. The Coherence Branch contributes and/or conducts monitoring and measurement of customer satisfaction. COH supports the management of all agreements concerning Service Provision, Operations and Exercises within the CSU AoR. The Coherence Branch supports Service Lines in the implementation and improvement of service management processes.

1.3 Service Management and Control (SMC) Team

Within the Coherence Branch, the Service Management and Control (SMC) Team is responsible for the ITSM and System Monitoring Toolsets.

Under the direction of the Head of the Branch and the SMC Toolsets Manager, the BMC SRM Engineering Service Contractor is responsible for the maintenance, operating and upgrading the Service Request Management (SRM) system and datasets based on BMC Helix ITSM (a.k.a. BMC Remedy) and BMC Helix Service Request Management.

The ITSM systems are deployed on two networks over various classifications containing BMC ARS, BMC Mid-Tiers, BMC RSSO, BMC ITSM, BMC SRM, BMC SLM, BMC CMDB, BMC Discovery ver. 20.02 or later. The BMC SRM Engineering Service Contractor is responsible in creating and updating Processes and Service Requests and Reports.

2 OBJECTIVES

NCIA NHQ SMC requires specialist support to design, develop, test and deliver Service Request Definitions (SRDs), BPMN process designs, and reporting for BMC Helix ITSM / SRM (ver. 20.02+). The contracting is based into a performance and delivery-based model with monthly measurable deliverables, acceptance criteria, KPIs and payment triggers. The main objectives of this statement of work can be summarized as follows:

• Service Catalogue Development: Design, develop, test, update and support the BMC Service Request Definitions based on the current BMC Service Request Management ver.20.02 and future BMC ITSM versions (e.g. BMC Digital Workplace Catalogue ver. 25.x) following the best practice standards.
• ITSM Reporting: Design, develop, test, update and support the BMC ITSM Reports based on the current BMC Smart Reporting version 20.02 and future BMC ITSM Reporting toolsets (e.g. BMC Helix Dashboards v25.x) following the best practice standards.
• Deliver Processes definitions, process design (BPMN), SRD specifications, SRD development, testing/UAT, and required reports.
• Target up to 18 points per month (complexity-weighted) equivalent to approximately 2 - 6  Processes and SRDs monthly.
• Provide monthly evidence enabling the SMC Manager to validate and accept deliverables.
• ITSM Documentation: Documenting the developed and updated ITSM code, Service Request Definitions and Reports, and creating the Knowledge Articles.

3 SCOPE OF WORK

3.1 Monthly deliverables (per SRD)

• Meetings with the processes’ stakeholders.
• BPMN process diagram and process documentation uploaded to the portal.
• SRD design (fields, workflows, approvals, AOT/PDT definitions).
• Developed SRD deployed to test and production after acceptance.
• UAT report (testers, defects, remediation).
• Smart Report/dashboard item if required.
• Monthly summary report (points delivered, links to artifacts, blockers, next month plan).

3.2 Supporting activities

The Contractor shall perform ongoing supporting activities, including but not limited to:

• Facilitating and attending design workshops, UAT sessions, planning and weekl