Cloud Based IT Service Management System

The Vendor is required to provide for a cloud-based IT service management (ITSM) system with integrated asset management capabilities.
- Hosting requirements
• The solution must be hosted entirely within the contiguous states (lower 48 states).
• No data or services may be hosted or replicated outside the lower 48 states to ensure compliance with local data residency preferences.
• Provide documentation verifying the physical location(s) of data centers used for hosting.
- Authentication
• The ITSM system must integrate seamlessly with Microsoft Entra id (formerly azure active directory) and on-premises active directory for user authentication.
• Support for sign-on using the city’s existing Entra id/active directory infrastructure is mandatory.
- Ticketing functionality
• The system must support multiple ticketing queues to accommodate various departments (e.g. it, utilities, and ports) and workflows.
• Users must have the ability to create tickets on behalf of other users, with clear attribution to the submitting user and the affected user.
• Ticket creation must include customizable fields, priority levels, and status tracking.
• The system should provide automated notifications and escalation rules based on predefined criteria.
- Asset management
• The ITSM system must include a robust asset management module to track it hardware, software licenses, and other city-owned assets.
• Features must include inventory tracking, lifecycle management, reporting capabilities, and barcode scanning.
• Integration with the ticketing system to link assets to incidents or service requests is required.
• Purchasing information and funding source should be documented for each asset.
• Depreciation schedule should be able to be documented for each asset.
• Ability to tie a repair of an asset and plan preventative maintenance for a group of assets.
• Ability to group assets within the application.
- Data security
• All data stored within the system (e.g., tickets, user information, asset records) must be encrypted at rest and in transit using industry-standard encryption protocols (e.g., aes-256, tls 1.2 or higher).
• Provide details on encryption key management practices and compliance with relevant security standards (e.g., NIST 800-53, fed ramp if applicable).
• Audit logs for data access and system changes must be available for city review.
- Configuration and training
• Provide comprehensive configuration training to enable city it staff to independently configure and customize the ITSM system.
• Training must include:
○ System administration (e.g., user management, queue setup, permissions).
○ Customization of workflows, forms, and reports.
○ Asset management module configuration.
• Training delivery options should include virtual instructor-led sessions as well as on-demand online training, with recorded materials for future reference.
• A minimum of 20 training hours is requested, with the ability to adjust based on staff needs.
- Additional features
• A web-based user interface accessible from modern browsers (e.g., chrome and edge).
• Mobile access via a dedicated app or responsive web design.
• Reporting and analytics tools to generate insights on ticket volumes, resolution times, and asset utilization.
• Scalability to support up to 8,500 users and future growth.
• Integrate with SharePoint, so technicians can easily access documents stored in SharePoint.
• Must integrate with workday for onboarding ticket generation.
• Integrate with Microsoft gal (global address list), so technicians can access user profiles.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: April 11, 2025