The vendor is required to provide information technology service management (ITSM) system, which must be a single SaaS software solution to meet this contract’s core requirements.
- High-level requirements
• Software-as-a-service with mobile device access
• User-friendly portal for entering incidents and service requests
• Reporting, dashboarding, & service levels
• Active directory integration including automated onboarding & offboarding workflows
• Desired but not mandatory –
o Change management
o Project portfolio management
o Asset and device tracking.
- Solution upgrade support
• The level of effort on an annual basis for authority and the software implementer(s)to provide support, upgrades, and integration updates for the proposed solution
• An overview and timeline of an average update process for the proposed product(s) and integrations
• An overview of how often new releases are available, what process will be used to ensure that upgrades are properly tested in a non-production environment including with authority integrations, and authority options for accepting or rejecting upgrades/updates and the consequences of such acceptance or rejection.
• The software implementer’s support structure and process for reporting issues.
• Specify whether the implementer’s system support is available directly from the implementer or provided through a third-party partner.
• Whether there’s a process (e.g., user group) which prioritizes future software and functionality development.
- Questions/Inquires Deadline: May 12, 2025