Information Technology Service Management Software

The vendor required to provide information technology service management (ITSM) platform that not only supports a broader set of ITIL-aligned capabilities, but also enables the port to streamline operations, improve service delivery, and self-service options.
- Requirements
1. Asset management
•    System must support the entire lifecycle of the asset from its initial delivery to the port, through its usage, and finally its obsolescence and retirement
•    System must support a variety of devices in common usage (including, but not limited to): computers, laptops, printers, scanners, mobile phones, desk phones, tablets, servers, storage, and network equipment. 
•    System must support automated entry of asset data (via bar code scanner or some other means) when that asset is delivered. 
•    Port staff should not need to input asset data manually.
•    System must support reporting on assets.
2. Service request management
•    System must support the development of a self-service portal for users to initiate requests directly.
•    Users must receive email notifications when a request has been assigned, updated, and completed and allow for the requestor to confirm the request has been completed successfully and can be closed out.
•    System should send users a brief satisfaction survey once a request has been completed. 
•    The port should be able to customize the questions on the survey. 
3. Incident management
•    System must support the following metadata pertaining to incidents:
o    Classification (and subclassification) of incident by type.
o    Accurate capture of details, frequency, and duration of the incident, as well as the list of affected users. 
o    Prioritization of incidents, the ability to escalate, and track resolution SLAs. 
o    Incidents must be assignable to people or teams 
o    Visibility of incident status to end users
•    Support for role-based ticket routing is required 
•    Real-time dashboards for monitoring incident metrics and KPIS
•    Integration with monitoring tools for automatic incident detection 
•    Integration with configuration management database (CMDB) to link incidents with relevant configuration items (CIS) 
•    Impact analysis for assessing the impact of incidents on cis and services
•    Post-incident review capability for reviewing incidents to identify root causes and improvement areas 
•    As an aid to speedy resolution, system should anticipate the technician’s information needs, providing information about the user, previous open tickets, relevant knowledge articles, or ongoing incidents. 
•    System must allow communication to affected users along multiple channels. 
•    System should support trend analysis of issues. 
•    Users must receive email notifications when an incident has been assigned, updated, and completed and allow for the requestor to confirm the incident has been resolved successfully and can be closed out.
4. Problem management
•    System must enable the port to aggregate incidents with similar causes for more efficient management
•    Detection mechanisms: integration with incident management to identify recurring issues or patterns that may indicate underlying problems. 
•    Problems can be assigned to a single individual 
•    Underlying incident tickets can
•    Manual logging: capability for users and support teams to log problems manually, including detailed descriptions and supporting information. 
•    Categorization: define categories and sub-categories for problems to aid in organization and analysis. 
•    Classification: classify problems based on their impact, urgency, and type to streamline handling and resolution. 
•    Workarounds: ability to document and manage temporary workarounds to mitigate the impact of problems until a permanent solution is found.
5. Change management
•    System must support customizable forms, fields, notifications, and workflow for establishment of a change management process. 
•    System must support configurable views of change requests, including a calendar view 
•    System must track and log changes and approvals
•    System should support interaction with the configuration management database (CMDB)
•    System should support creation of templates for common operations. 
•    System must allow upload of supporting documents 
•    Change assessment and authorization
•    Change classification and categorization
o    Classification: mechanisms for classifying changes based on their type (e.g., emergency, standard, major, minor, and informational).
o    Categorization: define and manage categories and sub-categories to facilitate routing and assessment.
•    Change documentation and recording
o    Change records: detailed records for each change, including request details, impact assessment, approval history, implementation steps, and outcomes. 
o    Audit trails: maintain comprehensive audit trails of all change management activities, including who made changes.
     
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: December 15, 2025