Enterprise Project and Service Management Software

The vendor required to provide enterprise project and service management solution must support project planning and execution, IT asset and service management, and robust reporting and analytics capabilities across multiple civic departments and agencies.
- Requirement:
•    Project and portfolio management
•    IT asset management and tracking
•    Service desk and enterprise service management operations
•    Data-driven reporting and analytics
- Project management
•    Project planning and scheduling
•    Task management
•    Time tracking
•    Capacity management and forecasting (resource availability and demand)
•    Budget tracking and forecasting
•    Secure sharing with external stakeholders
•    Risk management
•    Reporting and analytics
•    Integration with microsoft teams (integration with microsoft project would be beneficial)
•    Centralized project document repository
1. Organizational change management
•    Ability to document change impact assessments, including impacted business units, processes, roles, and systems, with the ability to link to specific projects or services.
•    Ability to maintain a stakeholder register, including stakeholder roles, influence levels, engagement status, communication preferences, and feedback history. 
•    Ability to define and track adoption KPIs.
•    Ability to record resistance points categorized by type (cultural, process, technical) with linkage to risk registers. 
•    Ability to generate readiness heatmaps by department or role. 
•    Real-time dashboards for OCM progress, training completion, and communication effectiveness, with drill-down capability for department-level insights.
2. External service management
•    Guest access with restricted permissions to designated boards and tasks. 
•    Shareable project boards with customizable permissions for viewing, editing, and commenting. 
•    Task assignment and tracking tasks for both internal and external users, including deadlines and progress updates. 
•    In-task communication, including comments, mentions, and file sharing for seamless collaboration among all stakeholders, both internal and external. 
•    Automated notifications and reminders, including customizable workflows and automation, to ensure timely completion of tasks by all collaborators. 
•    Integration with enterprise tools for streamlined workflows and information sharing. 
•    Comprehensive audit logging for all user actions and role-based access controls to protect information and maintain compliance.
3. Portfolio management
•    Ability to track projects against strategic goals
•    Project prioritization frameworks, or ability to set priority on projects
•    Portfolio dashboards and reporting
•    Benefits realization management
•    Cost recovery tracking
•    Governance and stage-gate approval workflows
•    Ability to view and filter projects by status (active, closed, on hold) and by department, division, and domain
•    Tracking of estimated versus actual resource usage
- IT asset and service management
1. Incident management
•    Ability to log, categorize, prioritize, and resolve incidents
•    Sla tracking by severity (response time and resolution time)
•    Workflow creation from service catalogue requests while capturing user requirements
•    Automated escalation by category
•    Progress tracking and notifications to ensure SLA compliance
•    Ability to link incidents to related hardware and software assets
2. Problem management
•    Linking incidents to underlying problems
•    Root cause analysis and documentation of permanent fixes
•    Trend analysis to identify incidents that should be flagged as problems
•    Stakeholder coordination to resolve cross-functional issues
3. Change management
•    Support for change requests, approvals, risk assessments, and change advisory board (cab) workflows
•    SLA tracking for change reviews and approvals
•    Failed change analysis, linking post-change incidents to failed change record
•    Ability to link change requests to hardware and software assets
4. Service request management
•    Configurable service request catalog
•    Workflow-based approvals, routing, and fulfillment
•    Conditional and branching workflows
5. Configuration management
•    Centralized repository for it assets, services, and relationships
•    Automated discovery and reconciliation capabilities
- Software asset management
•    Automated routing of software deployment requests with integration with MECM for installation.
- Functional requirements
•    Be offered as a software-as-a-service (SaaS) solution hosted on a public hyperscale, or a hybrid deployment
•    Provide mobile access for field staff
•    Support role-based access control and audit trails
•    Meet data residency requirements 
•    Be scalable and resilient
•    Provide network controls, encryption, SSO, MFA, and secure authentication mechanisms
•    Comply with relevant standards
- Risk management
1. Risk identification, assessment and management
•    Tools for identifying, assessing and managing risks
•    Methods to categorize, score and prioritize risks
•    Processes to compare to risk appetite and acceptable risk
2. Risk mitigation and controls
•    Enables control mapping to compliance requirements, objectives and risks
•    Facilitates control testing and corrective measures
•    Captures current and existing controls and planned improvements
3. Risk monitoring and verification
•    Automates workflows and follow up task assignments
•    Permits system generated, corporate risk initiated and risk owner-initiated updates to risk information
•    Provides for document upload, storage and management
4. Risk reporting
•    Offers customizable dashboards
•    Accommodates various levels of detail (for risk owners, business units, senior management, elected officials, etc.)
•    Generates analytics and trending insights
- Audit management system
1. Audit planning
•    Audit universe
•    Integration with risk management module
•    Scheduling and resourcing
2. Engagement
•    Ability to create and leverage program templates
•    Access to common frameworks
•    Compatible with microsoft products
•    Import and export documents
•    Workflow and review
3. Issue tracking
•    Access for audit team and responsible parties to access and update
•    Automated notifications
•    Dashboard status reporting
4. Audit reporting
•    Ability to generate reports based on issues.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: February 13, 2026