Information Technology Service Management Solution

The Vendor is required to provide for a secure, scalable, and modular software-as-a-service (SaaS) information technology service management (ITSM) solution to replace its existing on-premise platform.
- Solution must be a commercially available, vendor-hosted SaaS product that is fully implemented and successfully deployed in comparable enterprise or government environments.
- Acquire a SaaS-based ITSM solution that supports department enterprise service management needs.
- Ensure the solution is hosted in a Government Cloud environment (e.g., AWS GovCloud, Microsoft Azure Government).
- Implement the solution in modular, structured phases to minimize operational disruption.
- Provide internal users with self-service capabilities through configurable portals.
- Support compliance with all relevant security, accessibility, and privacy regulations (CJIS, NIST, and Rule 60GG F.A.C.).
- Ensure the solution in cooperation with Web Content Accessibility Guidelines (WCAG 2 et al.)
- Deliver robust reporting, dashboards, audit trails, and configuration capabilities.
- Provide training, documentation, and ongoing post-deployment support aligned with SaaS operations.
- Ensure vendor-led hosting, maintenance, and uptime service level commitments, including service credits for non-compliance.
- Solution Include:
•    The solution should provide the ability to create multiple Ticket Types, such as:
1.    Service Request
2.    Change Management
3.    Infrastructure-level (Outages of FDLE systems, external systems utilized by FDLE, and agency router outages)
•    The solution should auto-assign a unique number to a newly created and saved ticket entry.
•    The solution should provide the ability to create custom IT process automation/workflows. (multiple tasks for common requests). These are automations that can be one or many steps that run under conditional circumstances to automate common or repetitive tasks. 
•    The solution should be able to automatically create incident tickets from email.
•    The solution should provide the ability to create multiple unique ticket templates and assign certain fields. Some templates may require a PC # field and Room # field while other templates do not.
•    The solution should provide the ability to designate certain template fields as required/mandatory and prevent the ticket or task from being created or closed until such fields are populated.
•    The solution should provide the ability to assign specific fields to all ticket templates.
•    For example: Customer Name, Description of issue, Contact preference (Phone/email).
•    The solution should have the ability to integrate with FDLE’s Active Directory to modify or add member data into the ticketing system through scheduled data imports.
•    The solution should display certain fields in all tickets, such as the ticket initiator’s details, customer’s details, Name, Phone Number, Phone Extension, Email Address, and Room Number.
•    This information is to be obtained from FDLE’s Active Directory.
•    The solution should have the ability to differentiate between the ticket initiator and the customer who is experiencing the reported issue or needs assistance.
•    The solution should provide the ability to add, modify, or update certain fields or options in a ticket. For example, customer name, ticket status, type, priority, and initiator. A "Not Applicable" option should be available in some cases. Changes should be reflected on the ticket, dashboards, and in the history.
•     The solution should provide the ability to create multiple dashboard views that are customizable, such as Manager View, Administrator View, CSC View, and Customer View.
•    The solution should provide the ability to select and modify default dashboard viewing preferences that display on the dashboard. For example:
1.    Show tickets owned/assigned to a specified user.
2.    Show tickets owned/assigned to a specified group.
3.    Show tickets owned/assigned to the group a user is linked to.
4.    Show all tickets categorized as "infrastructure".
5.    Show New/Unassigned tickets.
6.    Show all Open/On Hold/Overdue tickets.
7.    Show tickets Closed today.
•    The solution should allow the user to modify their dashboard views and viewing preferences on the fly.
•    The solution should allow users to set or customize a font type, size, and screen color preference.
•    The solution should provide the ability to designate mandatory fields in the display of the Dashboard and customer portals.
•    The solution should display tickets and alerts on the dashboard based on ticket status.
•    The solution should allow the user to perform a keyword search or filter tickets displayed on the dashboard based on specific user-defined criteria, such as displaying all tickets containing "server X" in the description or resolution fields. (Provide a list of “Sort By” options)
•     The solution should provide the ability to customize the dashboard window size.
•    The solution should provide the ability to sort and filter tickets that are displayed on the dashboard.
•    The solution should provide Spell Check capabilities.
•    The solution should provide the ability to create multiple ticket statuses and assign them to tickets. For example, New, In Progress, On Hold, Closed, Canceled.
•    The solution should provide the ability to create priority levels.
•    The solution should provide the ability to create and define Alert Types and automatically update alert types on a ticket based on defined priority Levels. For example:
1.    Ticket or task has had no activity for 3 days.
2.    Ticket or task has been waiting for customer response.
3.    Ticket or task has not been closed/completed in a defined time frame.
•    The solution should provide some mechanism to associate a region or location field with an internal customer.
•    The solution should allow the import of external customer information from a flat file,
•    Integrated Management System (IMS) to be utilized for configuring agencies.
•    The solution should have the ability to interface with FDLE's Active Directory and provide/display internal customer information.
•    The solution should provide a field to designate the source from which the ticket was created. For example, a phone call, the portal, or by email.
•    The solution should provide the ability to customize the ITSM solution portal with FDLE’s agency logo and color scheme and display support desk contact information.
•    The solution should provide the ability to create customized email notifications.
•    The solution should provide the ability to send automated email notifications to multiple recipients at once. For example:
1.    Send an email to the customer and requester upon ticket creation, resolution, and closure.
2.    Send an email to a group that has been assigned to a ticket/task.
3.    Send an email to the customer and requester when there are changes to ticket and /or task.
4.    Send an email to the customer or requester once resolution details are added.
•    The solution should provide the ability to email customers through tickets and respond to emails through tickets. These emails shall become part of the tickets history and be included in an audit trail.
•    The solution should have the ability for users both internal and external to attach files to a ticket included but not limited to email, PDF, WORD, EXCEL, JPEG, PNG, AVI, and video,
•    The solution must provide the ability to notify the ticket submitter about status changes of their ticket. For example: assigned, reassigned, on hold)
•    The solution must provide a method of temporarily disabling automated emails in the case of email automation loops.
•    The solution should provide some mechanism to display an external customer mnemonic and ORI in a ticket. An ORI is an Originating Agency Identifier code assigned by the FBI.
•    The solution should provide some mechanism to display an external customer’s region in a ticket.
- Ticket Assignment Management
•    The solution should provide the ability to assign a status to a task from a list of multiple statuses.
•    The solution should allow users with the proper role/permissions to make modifications to a task. For example, change the task type, task status, initiator information, the group assignment.
•    The solution should allow the user or task initiator to select a property/device from a dropdown list to indicate which device is experiencing an issue.
•    The solution should allow users to clone, copy, and reopen tasks.
•    The solution should allow users to assign a task to a group or individual user.
•    The solution should display the task with the region of the external customer.
•    The solution should provide the user the ability to get VIP customer alerts.
•    The solution should provide a required field for the user to document the resolution and disposition of a task.
•    The solution should provide a mechanism to display the task urgency or priority and generate automated alerts.
•    The solution should allow users to delete a task.
- System Error Messages
•    The solution should provide a process that minimizes the effect on Customers of defects in services and within the infrastructure, human errors, and external events.
•    The solution should display concise error messages indicating what error has occurred and what needs to be done to correct the error. For example, errors may occur when performing an action on a ticket and not all required fields are populated. 
•    The system should provide either a text explanation in the error message and/or highlight the fields that must be populated in order to proceed with the action.
•    The solution should provide a Knowledge Base (KB) module that is linked to the ticketing module.
•    The solution should provide the ability to create multiple KB article templates.
•    The solution should provide the ability to create, modify, and delete KB articles.
•    The solution should provide some mechanism to identify or import tickets that are flagged for inclusion in the Knowledge Base.
•    The solution should provide some mechanism to assign a status to a KB article. For example, New, Under Review, Published.
•    The solution should provide some mechanism to designate KB articles as either:
o    Internal Support group
o    Internal Customer Self-Help (from Portal)
•    The solution should allow the user to perform a keyword search or filter KB articles based on specific user-defined criteria. For example, find all tickets containing a specific server or application name in the ticket description or resolution fields.
•    The solution should provide the ability to attach documents to a KB article in Word, PDF, and Excel formats.

- Contract Period/Term: 1 year
- Non-Mandatory Pre-Reply Conference Date: August 12, 2025
- Questions/Inquires Deadline: August 20, 2025