Cloud ITSM Software Solution and Professional Services

The Vendor is required to provide a cloud-based information technology service management (ITSM) solution, along with professional services for its deployment.
- These business units require a centralized ITSM solution to support multiple industrial operational technology (OT) environments.
- Proponents may be asked to:
• Supply ITSM software and licenses
• Carry out a system design, development and deployment of the ITSM solution for one or more tenants.
- This will include system and environment discovery, service mapping, software implementation, training and post implementation support.
- Utility Shared Services OT system:
• 3 administrators and 100-200 internal users (users meaning those submitting tickets)
• Estimated Number of devices: 2500
• Agentless – must use integrations for Asset Inventory data sources.
• SAML Identity provider Azure tenant – unique and separate from Tenant 2
• Native Integrations (i.e. proponent created and fully supported): Claroty xDome, Qualys VMDR, Cisco Catalyst Center (DNAC) and ISE, VMware vCenter and Carbon Black Cloud.
• Ability to create custom (non-native) API integrations
- Tenant 2 - Corporate IT system:
• 4 administrators, 40 IT key users and 1200 staff members submitting and tracking requests.
• 2700 devices (Desktops, Laptops, Tablets, Smartphones, Physical & Virtual servers & Printers)
• SAML Identity provider Azure tenant – unique and separate from Tenant 1
• Support for Native integrations, e.g. Intune, Manage Engine’s Endpoint Central, and Cisco DNAC & ISE.
• Ability to create custom (non-native) API integrations
- Both Tenants
• Tenants may have similar ITIL module requirements, configuration will be different per tenant.
• Asset and license management
• Change and Configuration management
• Service requests, Event, Incident and Problem management
• Knowledge, Project, Release, and Service Management
• Security Operations and Incident Response
• Out-of-the-box and custom; dashboards, reporting, user portal
• Task Automation, workflows (approvals, outage notifications, changes etc.)
• Cloud-based, hosted in a North American data center.
- Authentication and Access
• Separate SAML Authentication provider for OT and corporate environment with role-based access permissions.
- Asset Management
• Agentless asset discovery.
• Asset Lifecycle management including tagging and barcoding.
- Integrations
• Use the data available from solutions on-prem, or in the cloud, that already capture relevant data such as Asset Discovery, Vulnerability Management, Patch Management, Risk Management
• Assets and their related metadata for the asset inventory may come from multiple sources, the solution must be able to reconcile duplicates and other discrepancies.
- Quality Control
• Assess the quality of Asset Inventory data and resolve issues to ensure accurate inventory.
- License Management
• Invoice library (.pdf)
• Budget, forecasting capability
• License tracking metadata such as but not limited to, counts, costs, totals, availability, expiry dates, renewal dates, contacts, associated assets, True ups, etc.
• Licensing groups by category such as vendor, or license type.
Service Requests, Incidents, Problems
• Access/Permission requests
• Feature/improvement requests
• Incident management and other request management including cyber incidents and system-generated tasks.
• Re-occurring or scheduled tasks
• Configurable workflows for approvals tickets, and changes.
- Change Management
• Pre-approved changes, configurable change request process.
• Capability to import legacy content.
- Knowledge Management
• Import content and metadata from legacy SharePoint solution; pdf,.docx,.xls,.vsd etc.
• Search ability of files and content is necessary
• Link documentation, forms, or other documents to
1. Assets or asset types
2. Workflows, tickets, changes, requests etc.
- Event Management
• Trigger automated actions using native integrations based on a combination of asset metadata, status and events.
• Capable of omitting certain assets from automation.
• Comprehensive tracking/logging of events and actions.
• Primary use case (USS)
• Trigger vulnerability scans (under certain asset conditions), patch asset, perform verification scan, return results – perform retries, create a ticket for manual intervention if unsuccessful
• All actions and results are to be logged by the ITSM, not just by the integrated system performing the action.
- Logging, Reporting, and Dashboards
• Comprehensive logging and reporting of all changes including but not limited to, tickets, Workflow events, triggers, actions, time to approval, time of change, Length of time between events etc.
• Asset inventory – asset metadata, status and classification history logging and reporting
• Dashboards for generally accepted ITSM metrics
• Custom dashboards configurable by the customer using a combination of Asset Inventory data, ITSM logging and history data, and other sources through custom API integration.
- User Portal - ability to publish information to the user base, including but not limited to:
• Landing/welcome page, announcements, links to policies and standards, project information/updates, and other information
• Ticket creation and status
• Self-help information or fixes from the knowledge base
• Service status and Scheduled maintenance/outage calendar.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: May 5, 2025