IT Service Management System

The Vendor is required to provide an integrated, automated IT service management (ITSM) solution encompassing service request, knowledge, change, and asset management functionalities. 
- Solution will serve as the primary technology service management platform for all Pre K–12 schools and district-level departments.
- Solution will serve as the primary technology service management platform for all Pre K–12 schools and district-level departments. It must accommodate and manage unlimited asset uploads within the asset management module.
- Provide a robust, web-based, single-platform information technology infrastructure library (ITIL)-aligned service management solution that supports best practices in information technology (IT) service delivery and management.
- Solution will enable agency to:
•    Develop and implement a comprehensive ITIL-based service management framework tailored to district operations.
•    Support core ITIL processes, including service management, incident and problem management, change and configuration management, asset management, knowledge management, and business process automation.
•    Provide training and support to ensure successful adoption and effective use of ITIL-based practices by agency staff.
•    Define and track key performance indicators (KPIs) and metrics to evaluate the effectiveness and efficiency of IT service management processes.
•    Deliver ongoing support, optimization, and continuous improvement of IT service management operations.
- Web-Based Platform: Fully functional web-based application accessible through major browsers without additional client software. 
•    An iOS Mobile app is preferred (but not required)
- Responsive Design: Adaptive interface providing consistent functionality across desktops, tablets, and mobile devices.
- Combine with web-based Cloud Hosting: Secure, scalable, and reliable cloud-hosted environment with documented uptime commitments and disaster recovery capabilities.
- Scalability: Support for unlimited users and high transaction volumes without degradation of performance.
- Environments: Production, Test, and Development instances to facilitate testing changes and exploring features and functionality in a controlled environment.
- Usability and Accessibility
•    Intuitive Interface: Simple, modern, and easy-to-navigate interface appropriate for both technical and non-technical users.
•    Accessibility Compliance: Fully compliant with Web Content Accessibility Guidelines (WCAG) and Section 508 standards to ensure accessibility for all users.
- Incident Management:
•    Log, categorize, prioritize, and resolve incidents from various intake channels (e.g., email, portal, monitoring systems).
•    Allow custom intake questions by category.
•    Enable tracking and escalation through defined workflows.
•    Integrate with collaboration tools (e.g., email, Teams chat, Contact Center telephone system).
•    Support SLA monitoring, escalation, and automated notifications.
•    Provide detailed reporting on incident volume, trends, and resolution performance.
•    Link incidents to assets, configuration items, known errors, changes, and related Knowledge Base articles.
- Problem Management:
•    Identify recurring incidents and allow for batch resolution.
•    Track known errors and related workarounds.
•    Support multiple problem communication methods (e.g., banner within application, user notifications via email or onscreen messages).
•    Preferred:
•    Support integrated Root Cause Analysis (RCA) methods.
- Event Management:
•    Monitor systems for events and alerts.
•    Analyze impact and initiate automated actions (e.g., incident or change creation).
- Service Level Management:
•    Define and monitor Service Level Agreements (SLAs) and Service Level Targets (SLTs).
•    Generate SLA performance reports and escalation summaries.
- Knowledge Base:
•    Capture, store, and share knowledge about services, incidents, problems, and best practices.
•    Provide searchable access for staff and customers to improve resolution times. Advanced search capabilities preferred (e.g., keyword tagging, relevance ranking, and AI-based recommendations).
•    Maintain known error databases and workarounds to reduce Mean-time-to resolution (MTTR).
•    Allow for internal procedural articles only accessible to departmental staff as well as articles accessible to all employees.
•    Support feedback mechanisms such as ratings, comments, and “helpfulness” indicators to improve article relevance.
•    Allow for the ability to control access to sections of the knowledge base based on roles, departments, job titles, etc.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: February 03, 2026