France – IT services: consulting, software development, Internet and support – ORANUM202600780 - Tierce Maintenance Applicative et évolutive globale sur SAAS EASYVISTA

Since March 2021, the CNES has used EasyVista Service Manager to manage its IT services according to ITIL standards, as well as its enterprise services, such as general resources, since 2024. The scope covers three areas: 1) Management of IT service requests, incidents, problems and changes (ITSM), 2) IT asset management (ITAM), 3) Enterprise service catalogue management (ESM). In August 2024, the production and qualification platforms were migrated to a sovereign hosting solution compliant with ANSSI SecNumCloud 3.2. In January 2026, version 25.3 was deployed. Today, the CNES wishes to entrust an industrial partner with the implementation of a technical organisation called "Global TMA" to ensure the complete maintenance of the system for two fixed years. This delegation includes bug correction, mitigation of major or blocking incidents, maintenance of catalogues, deployment of new or modified product functionalities (including user portal), and finally, change management support for users and operators. The contractor, referred to as the "Contractor" in the CCTP, is required to form an Agile Scrum team capable of intervening on the two EasyVista platforms (qualification and production) within the framework of 4-week sprints. Each week, the Contractor and the CNES jointly prioritise the work to be done via a Scrum Kanban board under the supervision of a Product Manager and a CNES Product Owner. The Contractor will regularly report on its work and performance, at the end of each sprint and during the quarterly steering meetings, at the latest until 2030 if the 2 optional years are lifted.