VR-Group Plc (hereinafter “VR” or the “Contracting Entity”) procured a modern SaaS-based Enterprise Service Management (ESM) solution, including implementation, continuous services, support services and expert services (hereinafter the “Solution”). The procurement covers an integrated and scalable ESM platform supporting service management across IT and non-IT domains. The Solution includes the service management system, its related functionalities, functional components and user rights, as well as the services required for its implementation and continuous operation. The continuous services include system support, maintenance and small-scale development related to the maintenance and improvement of existing system functionalities. The procurement also includes expert services covering, among other things, the development of new functionalities, related consulting services and consulting concerning the broader development of service management and related processes.