The tender is for a cloud-based IT service management (ITSM) system. ITSM software is used to log, track and resolve internal IT incidents, requests and changes. The City's tender document says it requires a SaaS-based ITSM solution provided under a subscription licensing model. It also says the system must be integrated into the City's tools and applications. The tender is run by the Information Systems and Technology department in Corporate Services. It was published on 20 June 2025 and closed on 20 August 2025. The scope includes training and professional services for implementation, each priced separately in the bid schedules.
The legal context is Section 33 of the Municipal Finance Management Act (MFMA). It governs municipal contracts that commit the City to spending beyond the three-year budget period. These contracts must go through a public-participation and council-approval process. After they are signed, the City is required to make public its agreements with external contractors. The City keeps a public page of "Section 33" tender contracts, and Tender 324S ITSM Solution is listed there under 2026.
This matters because ITSM platforms underpin how a large municipality handles its internal technology, including system outages and service requests. Multi-year subscription contracts also bind future councils and budgets. Section 33 gives residents a formal way to scrutinise the cost and duration of such commitments.
