Enterprise Service Management System

The vendor required to provide enterprise service management system (ESMS) to replace ITs existing legacy IT service management tools.
- IT service management (ITSM) platform has reached end-of-life, is increasingly costly to maintain, and lacks the automation, integration, and reporting capabilities expected of a modern enterprise solution.
- Requirement:
1. IT service management (ITSM) problem statement:
•    ITSM platform is aging and will no longer be vendor supported in ITs current version. 
•    Incident, request, change, and problem management processes lack modernized automation, creating inefficiencies and inconsistent service quality. 
•    Configuration and asset management are difficult to configure, lack a records retention policy, and are cumbersome to configure. 
•    Knowledge management is fragmented and lacks a structured foundation, resulting in inconsistent information access, limited reuse of institutional knowledge, and reduced support efficiency. 
•    Application and software management lack a cohesive system for tracking and maintenance, resulting in outdated records, redundant efforts, and limited visibility into the software lifecycle. 
•    Reporting capabilities are limited and disjointed preventing clear directive and strategic alignment planning.
2. IT service management (ITSM) desired outcomes:
•    Cloud-based, configurable ITSM solution aligned with ITIL practices. 
•    Integrated modules for incident, request, problem, change, knowledge, asset, and configuration management. 
•    Modern self-service portal for employees and departments, including request tracking and knowledge base access and suggesters. 
•    Modernized automation of common workflows (approvals, routing, escalations) to reduce manual IT intervention. 
•    Real-time dashboards and reporting for operational and executive insights. 
•    Secure, compliant, and scalable platform to support future growth and integrations. 
•    SLA policy within the system for different modules and different service and incident types. 
•    AI capabilities to help resolve issues faster such as intelligent responses or solution article suggestions for support staff issue resolution. 
•    Template creation for repeatable incident, requests, and changes to reduce workload for staff.
3. Project and portfolio management (PPM) problem statement:
•    Project intake, prioritization, and tracking occur across disconnected systems and spreadsheets. 
•    Resource allocation and capacity planning are inefficient as a result of using outdated systems. 
•    Financial tracking and performance reporting are inconsistent, making IT difficult to demonstrate value of technology investments. 
•    Executive leadership lacks a consolidated view of project health, risks, and alignment with county strategic objectives. 
•    Steering committee requests are stored outside of the project management solution leading to disjointed project initiation.
4. Project and portfolio management (PPM) desired outcomes:
•    Centralized portfolio management to capture all technology initiatives, operational requests, and strategic projects. 
•    Demand intake process that aligns with county priorities and governance requirements. 
•    Tools for project planning, scheduling, task management, dependencies, and risk tracking. 
•    Resource and capacity management to optimize IT staff allocation across operational and project work. 
•    Future project planning takes into consideration capacity, resource type, duration, and effort to ensure a total number of projects that can be completed in a given time. 
•    Integrated financial tracking to support cost transparency, budgeting, and forecasting. 
•    Executive dashboards and analytics for portfolio health, benefits realization, and strategic alignment. 
•    Ability to link steering committee approval and reviews, change requests, tickets etc. to existing projects.

- Contract Period/Term: 1 year
- Pre-Solicitation Meeting Date: January 9, 2025
- Questions/Inquires Deadline: January 14, 2026