Information Technology Service Management Replacement

The Vendor is required to provide for a modern, enterprise grade information technology service management (ITSM) solution to replace the city's current city platform, which is approaching end-of- life.
- Support services, service levels, and operational requirements
•    All client support services, including hours of availability, support channels, escalation procedures, and committed response and resolution times.
•    Using a comparable client environment, identify the number of city staff and required skill levels needed to operate and support the system.
- Product lifecycle, upgrades, and customization
•    The frequency, availability, distribution, installation, and documentation of system upgrades, including policies for hot fixes and temporary fixes.
•    Explain how customers are notified of upgrades or updates and any expected 
•    Provide a high-level product roadmap for the next two (2) years and specify how long superseded versions of the system will be supported. 
•    The process for handling customer-requested improvements and the process to standards for applying customizations (e.g. Customer-specific or organization-wide), including impacts on future releases and any associated costs.
- Business continuity, disaster recovery, and data protection
•    The solution's ability to support application failover to a secondary system recovery objectives, and procedures in the event of primary system failure.
•    If the solution is software-as- a- service (SaaS) based, describe:
o    Operations or local processing can continue during a loss of network connectivity to the vendor environment 
o    Measures used to ensure confidentiality and protection of data stored at vendor sites, including relevant audit or compliance certifications. 
o    Security practices related to incident management, including breach detection, response, and notification procedures.
- Data ownership, retrieval, and service exit
•    Customer data can be retrieved upon termination or expiration of the service.
•    Data retention and deletion practices following service termination, including timelines (e.g., deletion after 30 days) and confirmation of data destruction.