Mr. Speaker, SSC invests in technology that supports a whole-of-government or “enterprise” approach by enabling organizations to shift toward the use of common information technology systems. SSC’s contract with BMC reflects this approach to IT transformation, in that it provides for a modern information technology service management, or ITSM, tool available for use across the Government of Canada, the GC.
The enterprise tool enables SSC, as the GC’s IT infrastructure service provider, to collaborate effectively and efficiently with departments by providing a single self-service entry point for customer and end-user access to SSC services. The tool enables SSC to receive and respond to requests for services and to address IT incidents that affect those services. For the benefit of both SSC and departments, the tool standardizes ITSM processes; automates key tasks; enhances the flow of shared, real-time information; and improves analytics and reporting capabilities.
The decision to adopt the new ITSM tool is department-specific. It is not mandatory for departments and agencies to migrate to the new enterprise ITSM tool.
In regard to part (a), the contract value was increased by an additional $20 million on February 21, 2020, to reflect anticipated expenditures. This additional value has been consumed over time, and included expenditures to support early planning and deployment of the ITSM tool by several departments. The amendment to the contract value was published on the proactive disclosure database at the following link: https://search. open.canada .ca/en/ct/id/ ssc-spc, C-2019-2020 -Q2-00552
As contract amendments are issued, they will appear through updates to the proactive disclosure database.
In regard to part (b), SSC is not implementing an overall project to migrate all departments to the enterprise tool procured from BMC Software Inc. That being said, the following departments have completed the work to migrate to the enterprise ITSM tool procured by SSC from BMC Software Inc.: Justice Canada, Transport Canada, Canadian Heritage, Indigenous Services Canada and Prairies Economic Development Canada.
In regard to part (c), as of May 16, 2022, the following departments are in the process of implementing the new enterprise ITSM tool or upgrading their existing BMC ITSM software: Shared Services Canada; Employment and Social Development Canada; Global Affairs Canada; Canada Revenue Agency; Canada Border Services Agency; Royal Canadian Mounted Police West; Innovation, Science and Economic Development; Statistics Canada; and Public Safety.
As SSC is not implementing an overall project to migrate all departments to the enterprise tool procured from BMC Software Inc., it is not possible to calculate the percentage of migrations that have occurred or remain, nor is possible to forecast a date by which migrations would be complete. The decision to adopt the enterprise ITSM tool lies with each department.
Regarding SSC’s own migration to the enterprise tool from SSC’s main legacy ITSM tool, the migration of users is at 40% and the configuration of the tool is at 70%. SSC’s migration is estimated to be completed by March 2023.
In regard to part (d), the cost to the GC will depend on the eventual extent of adoption of the tool by departments. SSC is not implementing an overall project to migrate all departments to the tool, so there is no estimated total cost for such a project. The decision adopt the tool lies with each department, and each migration will give rise to some costs for SSC and for the department electing to migrate.
In regard to part (e), the decision to adopt the new ITSM tool, and in what form, is department-specific. While the enterprise ITSM tool provides numerous benefits, including greater efficiencies and improvements to service delivery, it is not mandatory for departments and agencies to migrate to the enterprise tool. However, if a department proposes to adopt another tool, there is a requirement to gain approval from the Government of Canada enterprise architecture review board, or GC EARB. There are multiple ITSM tools across the Government of Canada that departments have invested in over the years to meet their requirements.