The vendor is required to provide IT service management (ITSM) partners to support the continuous improvement of our existing ITSM processes and to provide a managed subscription solution for a short-term ITSM platform.
- This solution is a managed service solution, with a cloud-based ITSM system that can quickly onboard a customer such as the city to a standardized user interface and improved customer experience.
- Provide a cloud-based, managed subscription ITSM solution on a short-term basis (up to 24 months), which will allow the city to maintain continuity of IT service management while evaluating long-term ITSM platform requirements.
• The solution must be scalable, user-friendly, and aligned with the city’s current and anticipated ITSM needs.
• The partner must provide full implementation support, including setup, configuration, and initial user training.
• Proposals should include the availability of a flexible, subscription-based licensing model that allows the city to seamlessly transition from the short-term solution to a long-term ITSM solution.
- Long-term ITSM solution (optional):
• Once the city fully understands its requirements for a longer-term ITSM solution, we would like to work with a partner to migrate the data generated from the short-term solution into a fully configured, cloud-based ITSM solution.
• At the city’s discretion, the selected partner may also be engaged to assist with the licensing and implementation of a long-term ITSM solution based on the outcomes of the short-term solution evaluation.
• This may include providing consulting, training, and customization services to ensure the selected ITSM platform aligns with the city’s strategic objectives and long-term service delivery model.
- Continuous improvement of ITSM processes
• The city would like to retain an ITSM partner on an as-required and mutually agreed basis throughout the contracted services period to provide continuous improvement and advisory services related to the IT service management program.
• Review and assess the current state of the city ITSM processes, including but not limited to incident management, problem management, change management, knowledge management, and service catalogue request management.
• Identify opportunities for process optimization and recommend actionable improvements based on ITIL (information technology infrastructure library) or other relevant frameworks.
• Facilitate workshops and knowledge transfer sessions with city IT staff to promote the adoption of continuous improvement practices and ensure knowledge retention.
• Provide ongoing advice, support, and guidance to improve the maturity of the city’s ITSM processes in line with evolving needs and priorities.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: June 24, 2025