Service Management Platform

The vendor is required to provide a service management platform and supporting partner to implement and support a cloud based solution containing the capacity for all ITIL based process as well as effective service delivery across multiple lines of business that is fit for purpose and not an it centric service model imposed on areas such as finance, risk, etc..
- Solution must include:
• Centralized asset inventory: a unified system for asset tracking, inventory management, and software licensing compliance, and reporting.
• Insight into asset data: tools to analyze agency asset data for optimal asset utilization.
• Real-time asset discovery and tracking: automated tools to discover and track assets in real time.
• Standardized procedures: opportunities for agency to standardize procedures for each stage of the asset lifecycle, including acquisition, deployment, maintenance, and decommissioning.
- ITIL based processes:
• Define the ITAM process deployment roadmap and develop a high-level implementation to setup, track, and monitor; incorporates it asset management including lifecycle management.
1. Note, this may include end user device management and/or integration with existing device management systems such as Intune.
• Incident management
• Request fulfillment
1. Note, includes ability for ease of development of robust workflows.
• Service portfolio management
• Service level management
• Service catalog
• Problem management
• Knowledge management
• Change management
• Release management
• Configuration management & CMDB
• Event management
- Integration capabilities
• Access management that ensures segregation of access across different parties (services, departments, vendors, etc.) to ensure a principle of least privilege approach, based only what is required to provide a service and authorized providers.
• Secure integration with other products, systems or vendors that allows the service management platform to be an effective intake for agency services and supports
• Minimal customization/development or support required to implement and sustain
• Ability to hand off services or information to other systems without creating customer disruption in support of a single point of contact service delivery model
• Integration with agency communications platform, Microsoft outlook and Microsoft teams
- Customer experience/interface
• Ability to adjust look and feel as well as to ensure elements of branding and appearance in portal and service requests consistent with agency visual identity
• Intuitive interface for customers, service desk staff and support teams
• Ability to simplify customer navigation across whether they are submitting an incident, request, case, service request or defined service request
• Ability to simplify customer navigation of service catalogue through effective logic and user interface capabilities
• Mobile friendly interface
- Reporting capabilities
• Effective dashboard and reporting capabilities to provide insight for the enterprise, line of business, service performance and other perspectives including both qualitative and quantitative elements
• Reporting on service desk and supporting team performance
• Simplified report development
• Visual and dashboard development
• Reporting across different ticket and calls types including chat or other channels
• Predefined and custom reports
- Integrated call/contact management
• Multiple channels
• Effective integration with telephony, teams and other technologies that do not require direct agent contact information
• Call queuing and callback features
• Effective IVR
- Artificial intelligence (AI)
• The agency is currently establishing comprehensive artificial intelligence governance across learning and business areas
• Opportunities for enhancing the work of the service desk team through increased automation, supportive tools for knowledge, communication and more would be of interest
• Opportunities to enhance customer service and access to support, services and knowledge would be of interest; for example, AI chat.
• All artificial intelligence will have to meet requirements related to security, safety, privacy and ethics in the agency; consequently, AI must be optional and not a requirement to use the successful solution.
- Contract Period/Term: 5 years