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A government agency in Alberta issued “Information Technology Service Management Solutions” (RFI). Solicitation IT-0009 closed on January 29, 2025. Eligibility: Only for CANADA Organization.
The Vendor is required to provide information technology service management solutions available for post-secondary institutions.
- Service and Asset Management tool is nearing its end-of-life, making it essential to maintain a sustainable and high-quality level of service for users. While the preferred solution is a SaaS (Software as a Service) model, on premise options will also be considered
- The solution should include modules for Service Desk, Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalogue, Self-Service Portal, Configuration Management Database (CMDB), SLA Management, and Reporting and Analytics.
- Integrations
• Must support single sign-on with Microsoft Entra.
• Should offer integration capabilities with call center systems and systems.
- Consulting/ professional services
• Ensure seamless data migration from the existing service management system to the new system.
• Provide comprehensive training and role-specific documentation for user
- Workflow management
• Allow it administrators to create custom forms and workflows tailored to the needs of individual departments.
- Detailed search capability
• Support both simple and advanced search functionalities.
• Enable the creation of ad-hoc searches as needed.
- Comprehensive request history
• Provide a detailed history for service requests, incidents, and change requests, including status changes, team/assignee changes, email correspondence, customer requests, notes and etc.
- Reports and dashboards
• Include pre-built reports for identified modules.
• Allow the creation of custom reports for stakeholders.
• Offer easily customizable dashboards for visualizing key performance indicators and relevant data analytics.
- Service catalogue
• Support the creation and maintenance of service catalogues for multiple departments.
• Include features such as service descriptions, service levels, service bundles, and role-based views for students, employees, or it personnel.
- Problem management
• Enable the creation and management of problem records.
• Provide functionality to link problems to incidents, displaying known solutions, workarounds, and errors.
- Knowledge management
• Develop and maintain a centralized knowledge base to provide users with solutions to common issues or problems.
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Quick answers about deadlines, eligibility and submission for this solicitation.
No. This opportunity (IT-0009) closed on January 29, 2025. See similar open RFPs below.
A government agency in Alberta. The buyer's contact and submission details are in the solicitation documents.
Only for CANADA Organization.
Questions and inquiries must be submitted by February 23, 2025.
Yes. After purchase, with a subscription or during a free trial, the RFPPlanet AI Assistant answers questions sourced from this RFP’s documents, such as requirements, evaluation criteria and key dates.
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