Information Technology Service Management Solution

The Vendor is required to provide a comprehensive, cloud-based Information Technology Service Management (ITSM) solution, including its implementation and ongoing support.
- It must provide robust, integrated capabilities for Incident and Problem Management, Change Management, Configuration Management Database (CMDB), Knowledge Base, Asset and Contract Management, Event Management, system Integrations, and advanced Reporting and Analytics.
- The platform should offer a modern, user-friendly experience for both IT staff and end users, support automation and self-service, and adhere to industry best practices such as ITIL.
- Supplier to deliver end-to-end implementation services, training, and long-term technical support to ensure the solution’s success and sustainability.
- Incident & Problem Management
•    Comprehensive ticket capture via web portal, phone, email, or mobile app.
•    Priority assignment and automated escalations based on impact, urgency, and user role.
•    Attribute tracking, asset tracking, adding resolutions, comments, converting information for knowledge base.
•    Real-time status tracking, threaded communications, and detailed audit logs.
•    Role-based access, location-aware assignment, and round-robin distribution.
•    Seamless conversion between ticket types (e.g., incidents ↔ change requests).
- Change Management
•    Logging and categorization of change requests with reason and impact details.
•    CAB workflow orchestration, decision logging, and approval tracking.
•    Scheduling and coordination tools to minimize downtime.
•    Automated notifications tied to SLAs and change status.
•    Full audit trail of actions and roles for compliance.
- Configuration Management Database (CMDB)
•    Central repository for CIs with custom attributes and lifecycle history.
•    Automated updates via discovery tools and integrations with other modules.
•    Role-based access controls, encryption, and compliance standards.
•    Impact analysis for planned changes and incident root causes.
•    Reporting on CI metrics, relationships, and modification.
- Knowledge Base
•    Article versioning, expiry policies, and linkages to related tickets.
•    Role-based access and secure attachment of documents or SharePoint links.
•    Robust search, indexing, and metadata tagging.
•    Integration with incident, problem, and change workflows.
- Asset Management
•    Central asset repository with lifecycle metadata and status history.
•    Linking of assets to tickets, users, and contracts.
•    Customizable asset request workflows and role-based approvals.
•    Off boarding support and retirement process controls.
- Contract Management
•    Central contract repository with key dates, terms, and service levels.
•    Automated expiration and renewal reminders.
•    Financial tracking of planned vs. actual spending.
•    Audit logs for all contract actions.
•    Customizable templates and vendor linkage.
- Event Management
•    Live status dashboards with severity and source indicators.
•    Real-time event ingestion from infrastructure monitoring tools.
•    Automated incident creation based on defined thresholds.
•    Comprehensive audit logs.
- Integrations
•    A seamless ecosystem requires open APIs and pre-built connectors to both internal ITSM modules and external tools (e.g., collaboration platforms, PowerBI). 
•    The solution must log all integration activity and support data transformations to maintain consistency.
•    Bi-directional integration with ITSM modules.
•    Secure API/web hook framework with audit logging.
•    Pre-built connectors for Microsoft Teams, SharePoint, and telephony.
- Reporting and Analytics
•    Data-driven governance relies on flexible reporting and interactive dashboards. 
•    The Town needs both predefined templates and ad-hoc report builders, with role-based controls on visibility.
•    Scheduled report distribution and audit trails for report usage ensure transparency. 
•    Detailed incident, problem, change, asset, contract, and knowledge base reports.
•    Custom report builder with filtering, grouping, and export options.
•    Interactive dashboard designer and scheduled report automation.
•    Role-based report access and audit logging.
- Technical Requirements
1. Incident-Problem Management:
•    Ability to log incidents, tickets, requests including capturing detailed information about incidents, including user details, incident description, categories, sub-categories, asset information, title and timestamps.
•    Ability to allow incident or tickets reporting through various channels i.e. Web-Portal, Calls, Emails etc.
•    Ability to assign priority to incidents by users and ability to change the priority of incidents by client services staff, assigning priority based on impact and urgency.
•    Ability to track incident, request, problem status and monitor the progress of incidents from initiation to resolution (lifecycle of an incident).
•    Ability to manually or automatically escalate incidents to higher support levels if not resolved within specific period, (Service level agreements; Display indicators – highlight incidents to be escalated).
•    Ability to communicate with users by sending automated notification emails and updates to users regarding incident status.
•    Ability to use parent-child inheritance for data in an intake object that then encompasses all related workflows and tickets/assignments/tasks in that object (incidents, tickets, changes etc.).
•    Ability to clone intake requests and create copies with audit logs and information tags (i.e.
•    Cloned Ticket) for efficient requests intake process for similar tickets.
•    Ability to configure existing and create custom workflows for lifecycle of tickets, incidents, requests etc.
•    Ability to allow customization of the entire platform’s (including all the other modules) appearance and branding to match Town's marketing and branding requirements.
2. Change Management:
•    Ability to log change requests and capture detailed information about change requests, including requester details, change description, and reason for the change.
•    Ability to categorize and sub-categorize changes such as application configurations, periodic maintenance, and project-related changes.
•    Ability to monitor the progress of changes from initiation to implementation and closure.
•    Ability to plan, schedule and coordinate changes to minimize disruption.
•    Ability to define and track service level agreements (SLAs) for change requests to ensure timely processing and implementation.
•    Ability to maintain detailed logs of all actions taken on changes for accountability and review.
•    Ability to define and manage roles and user groups such as change approvers, change implementers, change owners, and other relevant roles.
3. Other Mandatory Requirements:
•    Configuration Management Database (CMDB): The Solution provides the ability to configure and manage the full lifecycle of Configuration Items from creation, relationship mapping, and change tracking through archival using customizable workflows.
•    Knowledge Base: Ability to configure and manage the lifecycle of knowledge articles from draft, review, publication, and versioning through archival via customizable workflows and audit controls.
•    Asset Management: Ability to configure and manage the lifecycle of IT assets from request and procurement through deployment, maintenance, and retirement using customizable, approval-enabled workflows.
•    Contract Management: Ability to configure and manage the contract lifecycle from drafting and multi-level approvals through execution, renewal reminders, and termination using customizable workflows and alerts.
•    Event Management: Ability to configure and manage the event lifecycle from detection and categorization through correlation, escalation, resolution, and closure via customizable workflows and notifications.
•    Integrations: Ability to configure, orchestrate, and monitor integrations from initial setup and data mapping through leveraging APIs, error-handling, versioning, and decommissioning via workflows.
•    Reporting & Analytics: Ability to configure and manage the lifecycle of reports and dashboards from creation and review through scheduling, distribution, approval, and archival using customizable workflows.
- General Requirements
•    Project Plan with milestones and schedules
•    Requirements Traceability Matrix
•    Configured ITSM platform (per “Mandatory & Must Have” requirements)
•    Migration scripts and data mapping documents
•    Training materials and user guides
•    Test plans and test result reports
•    Go-live readiness checklist
•    Knowledge transfer workshop summaries
- Project Management and Governance
•    Steering committee membership and meeting cadence
•    Weekly status reporting format
•    Risk and issue management process
•    Change control procedures
- Acceptance Criteria and Testing
•    Definition of “Done” for each deliverable
•    Testing levels (unit, integration, user acceptance)
•    Defect severity classification and resolution SLAs
•    Formal sign-off process for each milestone
- Change Management Process
•    Submission and review of change requests
•    Impact analysis, approval workflow, and scheduling
•    Documentation updates and communication of changes
- Communication and Reporting Plan
•    Stakeholder roles and communication channels
•    Status report content and distribution list
•    Escalation matrix for critical issues
- Training and Knowledge Transfer
•    Administrator and end-user training curricula
•    Train-the-trainer sessions
•    Delivery formats (in-person, virtual, recorded)
- Support and Maintenance
•    Post-go-live support hours and response targets
•    Escalation tiers and contact information
•    Ongoing system health checks and patch management
- Assumptions and Dependencies
•    Third-party integration readiness
•    Data Migration readiness

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: August 19, 2025