IT Service Management and Configuration Management System

The vendor is required to provide IT service management and configuration management system including police services, licensing and permitting, building inspections, recreation and cultural activities, street maintenance, recycling collection, stormwater management, housing and community development, and snow removal. 
•    The successful offeror shall be responsible for all services necessary to ensure the successful implementation of the system. 
•    This includes but is not limited to, managing the project, installation and configuration of the system, end user and administrator training, and go-live support to ensure a smooth transition and operational success. 
•    The department seeks to adopt IT service management (ITSM) processes in alignment with ITIL best practices. 
•    The successful offeror will evaluate the city’s existing configuration, workflows, and business practices and provide expert recommendations for improvement. 
•    The system shall support and manage the department’s full spectrum of ITSM needs, including service request, incident, problem, change, and asset and configuration management. 
•    The solution must include an integrated IT asset management (ITAM) capability, leveraging a configuration management database (CMDB) to maintain an accurate, real-time view of hardware and software assets, their relationships, and dependencies. 
•    The successful offeror will provide recommendations regarding asset categorization and classification. 
•    The system will provide all capabilities and services that 
•    The system shall integrate with the city’s monitoring tool to automatically generate or open tickets based on warnings and critical issues as identified. 
•    The system shall integrate with tenable vulnerability management tool to automatically generate or open tickets when vulnerabilities are detected. 
•    The system shall include automated asset discovery capabilities by scanning the network. 
•    The system shall inventory software and hardware on computers and servers running windows and Linux operating systems. 
•    The system and services must comply with applicable laws, codes, and regulations.

- Contract Period/Term: 5 years
- Pre-Submission Meeting Date: August 19, 2025
- Questions/Inquires Deadline: August 26, 2025