ITSM Platform
About This Opportunity
TranslatedThe municipality intends to procure a complete ITSM (IT Service Management) platform as a SaaS (Software as a Service) solution. The platform will support and streamline the management of IT-related services and support functions. Key ITSM processes such as incident management, case management, knowledge management, a self-service portal, automation, and contact center support (including telephony integration) are required. The platform must be standard, highly configurable, and allow the municipality to adapt functions independently. It must be cloud-based, store personal data within the EU/EEA, and comply with GDPR and Swedish secrecy laws. Further details are in the Phase 1 procurement documents.
This is a supplies contract in the information and communication technology sector. Located in Sweden, Europe, this opportunity is open to firms and consortiums, with an estimated budget of SEK 1.
Published through TED - Tenders Electronic Daily (EU), a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for the supply of goods in the information and communication technology sector. Supply contracts typically require bidders to demonstrate product compliance with technical specifications, delivery capacity, and relevant certifications. This contract has already been awarded. The information is published for transparency and market intelligence purposes.
Description
Original language: svKommunen avser upphandlar en komplett ITSM-plattform som SaaS-tjänst för att stödja och effektivisera hanteringen av IT-relaterade tjänster och supportfunktioner. Lösningen ska omfatta centrala ITSM-processer såsom incidenthantering, ärendehantering, kunskapshantering, självbetjäningsportal, automatisering samt stöd för kontaktcenterverksamhet, inklusive integration med telefoni och ärendefördelning. Plattformen behöver vara standardiserad med hög konfigurerbarhet, där kommunen självständigt kan anpassa funktioner utan stora behov av konsultstöd. Lösningen ska levereras som en molnbaserad tjänst med lagring av personuppgifter inom EU/EES och vara fullt förenlig med GDPR samt offentlighets- och sekretesslagen (OSL). Se i övrigt upphandlingsdokumenten för Fas 1, för mer information.
Data provenance
This notice is sourced from TED - Tenders Electronic Daily (EU) and was originally published on April 1, 2026. Last refreshed 51 days ago. Original language: sv. BidsFactory mirrors official procurement notices and links back to the source for full legal text.
About Karlstads kommun
Karlstads kommun has issued 46 procurement notices on BidsFactory, including 2 currently open and 24 awarded contracts. Activity concentrates in Construction & Civil Works, Architecture & Engineering Services, and General Supplies & Services. All notices are published for Sweden. Notices are distributed via TED - Tenders Electronic Daily (EU). Most recent publication: June 24, 2026.
Frequently asked questions about this tender
Who is the contracting authority?
This notice was issued by Karlstads kommun in Sweden. The authority is responsible for evaluating bids, awarding the contract, and managing performance.
What type of contract is this?
This is a Supplies contract in the Information & Communication Technology sector. The classification helps bidders match the opportunity to their qualifications and registered scope of supply.
How much was the contract awarded for?
Matrix42 Sweden AB was awarded the contract for SEK 17,210,000. The figure reflects the value disclosed by the contracting authority in the award notice.
Where will the contract be performed?
The contract is for delivery in Sweden. Foreign bidders should review local registration, taxation, and any in-country presence requirements before submitting.
How can I submit a bid?
Visit TED - Tenders Electronic Daily (EU) to access the full notice, required documents, and submission instructions provided by the contracting authority.
Is this tender still open?
No — the contract has already been awarded to Matrix42 Sweden AB. The award notice is archived on BidsFactory for transparency and market intelligence.
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