IT Service Management System Replacement

The Vendor is required to provide IT service management (ITSM) system with a modern platform that better supports incident management, service requests, asset management, and configuration management.
- Business requirements
• The system must improve the efficiency of IT service delivery across the city organization.
• ITIL-aligned service management practices appropriate for the size and complexity of the city.
• Visibility into IT service performance through reporting and analytics.
• Improve the customer experience for city employees requesting IT services.
• Improved tracking and management of IT assets throughout their lifecycle.
• Enable better decision making through accessible and reliable service management data.
• Reduce administrative complexity associated with maintaining and configuring the ITSM platform.
• IT staff to easily configure workflows, notifications, and service catalog items without requiring vendor support.
• The long-term scalability of IT service management processes.
• Enable the IT department to continuously improve IT services through performance measurement and process optimization.
- User requirements
• City employees must be able to easily submit incidents and service requests.
• An intuitive self-service portal for customers.
• Users to view the status of their and their team’s incidents and service requests.
• Notify users when updates occur on their requests or incidents.
• Users must be able to communicate with IT staff through the ticketing system.
• Users must be able to attach files or screenshots to incidents and requests.
• Users must be able to search a knowledge base for solutions to common issues.
• IT staff must be able to quickly create, update, and resolve incidents and service requests.
• IT staff must be able to easily search and retrieve tickets and service request history.
• IT staff must be able to view related assets and configuration items associated with a ticket.
• IT staff must be able to access and update asset information from within a service request or incident.
• IT staff must receive configurable notifications related to ticket assignments, escalations, and updates.
• IT staff must be able to easily track ticket ownership and escalation.
- System requirements
• The system must include a configuration management database (CMDB).
• Integration with the city’s active directory environment for authentication and user information.
• Integration with the city’s and Intune systems to update asset information in the CMDB.
• Allow easy access to system data for reporting and analysis.
• Customizable reporting capabilities.
• IT staff to create custom reports without requiring vendor assistance.
• Provide a flexible notification system for customers and IT staff.
• Role-based access control.
• Maintain a complete history and audit trail of ticket and configuration changes.
• Email integration for ticket creation and updates.
• Secure access controls and comply with applicable security best practices.
• Backup and recovery mechanisms to protect service management data.
• API integration capabilities for integration with other city systems.
• System configuration and customization without extensive development and vendor support.
• Reliable system availability and performance.
- Functional requirements
1. Incident management
• Create, assign, update, and resolve incidents.
• Categorize and prioritize incidents.
• Route incidents to appropriate teams based on predefined workflows.
• Allow users to submit incidents through the portal and email.
• Track incident resolution and history.
• Support escalation and reassignment of incidents.
2. Service request management
• Provide a service catalog for common IT service requests.
• Allow users to submit service requests through the portal and email.
• Route service requests to appropriate teams based on predefined workflows.
• Track fulfillment progress and completion.
3. Configuration management
• Maintain a configuration management database (CMDB).
• Track relationships between configuration items.
• Associate configuration items with incidents and service requests.
4. Asset management
• Track hardware assets and related information.
• Track asset ownership and lifecycle status.
• Support consumable tracking.
• Allow asset data updates through integrations
5. Knowledge management
• Provide a knowledge base for documenting solutions and procedures.
• Allow users to search for knowledge articles.
• Allow IT staff to create and maintain knowledge articles.
6. Change management
• Allow submission and approval of change requests.
• Track planned changes to IT systems.
• Support change approval workflows.
7. Reporting and analytics
• Provide reporting on ticket volume, resolution time, and service performance.
• Provide dashboards for IT management.
• Allow custom report creation.
8. Automation and AI capabilities
• The system should support automation of routine service management tasks.
• The system should provide AI-assisted capabilities to help suggest solutions to incidents or service requests.
• The system should support automated ticket categorization or routing where appropriate.