Information Technology Service Management Platform

The Vendor is required to provide to identify an Information Technology Service Management (ITSM) Platform solution that includes implementation, project management, organizational change management, training, post implementation support, and professional services.
- Gartner defines IT service management (ITSM) platforms as software that offers cohesive workflow management and automation for organizations to plan, deliver, support and improve integrated IT services.
- ITSM platforms provide a system of record for ITSM practices, including request, incident, problem, change, knowledge, and service level and configuration management.
- The secondary reason is the current platform lacks the ability to support Digital Technology in achieving their goals of improving the end user experience, standardizing collaborative tools and maturing in overall service management capabilities.
- Objectives
•    Provide foundation needed to realize goal of “Frictionless IT Experiences”
•    Operationalize Configuration Management practices
•    Ability to make decisions based on CMDB Data as the trusted system of record
•    Improve visibility to reduce resolution time and minimize unplanned outages
•    Reduce Risk associated with Changes
•    Improve IT’s Customer Satisfaction
•    Improve cycle time and consistency of onboarding requests
•    Improve productivity of IT staff and new hires
•    Mitigate audit / compliance risk associated with access requests
•    Ability to measure and improve service delivery performance aligned with Business Requirements
•    Identify and foster relationships with Business Unit Service Owners
- Key Deliverables
•    Platform Solution:
o    Design, install, configure and deploy the integration platform that meets the stated objectives.
o    Migrate existing integrations and services to the new platform, where defined.
•    Implementation Services:
o    Comprehensive plan for implementation, including organizational change management.
o    Project planning, execution, and post-deployment support.
o    Provide integration support as needed.
•    Support and Maintenance:
o    Ensure ongoing support and issue resolution.
o    Regular platform updates and patch management as needed.
•    Training and Documentation:
o    Documentation for architecture, integrations, and operational procedures.
o    Identify and facilitate Role Based training sessions for technical teams.
• Assist with development and delivery of End User training, including user manuals.
- Solution provides role-based access control (RBAC) to restrict who within the organization can access services, ensuring compliance with privacy regulations.

- Contract Period/Term: 3 years
- Pre-response Conference Date: November 3, 2025
- Questions/Inquires Deadline: November 7, 2025