Information Technology Services Management Solution

The vendor required to provide information technology services management solution for include:
- Incident management
•    Incident management process based on a minimum information technology information library (ITIL) v4 framework; and 
•    Identifying, logging, categorizing, prioritizing, and performing initial diagnosis on incidents reported
- IT asset management
•    The ability for CTU to document and implement an asset management practice based on ITIL v4 framework and integrate that process with CTU processes;
•    Provide the ability to bulk import similar assets from external sources, such as:
•    Csv
•    Database
•    Spreadsheet
•    Customizable to different assets, these can include, but not are not limited to:
•    Software
•    Hardware
•    Computers
•    Servers
•    Video conferencing endpoints
•    Licenses
•    Subscriptions
- Service configuration management
•    The ability for CTU to document and implement a configuration management process based on OOTB fields and processes (when possible) and integrate that process with CTU processes; and 
•    Identification, planning, change control, change management, release management and maintenance of all configuration items.
- Change enablement
•    The ability for CTU to document and implement a change enablement practice based on ITIL v4 framework and integrate that process with CTU processes; 
•    Managing or otherwise participating in change advisory board activities to categorize, assess, classify, review, and approve changes as appropriate; and 
•    Logging, recording, and reporting on the status and progress of all changes.
- Approval management
•    For CTU admins to assign approvers to work groups; 
•    To send emails to approvers notifying of a pending approval; 
•    To assign delegate approvers and have delegate approvers approve in case of absence of approver; and 
•    To send reminder emails to approvers as appropriate.
- Problem management
•    The ability for CTU to document and implement a problem management process based on ITIL v4 framework and integrate that process with CTU processes; 
•    Identifying, logging, categorizing, and prioritizing problems; and 
•    Performing root-cause analysis and removing the root-cause of identified problems.
- Measurement and reporting
•    To implement a report management process based on ITIL v4 framework and integrate that process with court technology unit (CTU) processes;
•    Create and review reports;
•    Providing periodic reports to assess performance and address improvements to including but not limited to:
•    Problem management
•    Approval management
•    Change enablement
•    Configuration management
•    IT asset management
•    Incident management
•    To easily access and utilize reporting analytics and concrete metrics to confirm effectiveness and improved user experience; 
•    To efficiently and effectively integrate reporting tools, knowledge base functionality and analytics; and
•    To export data in a variety of formats i.e. .pdf, .xlsx.
- Service level management
•    Allow for creation of service requirements;
•    Allow for monitoring of service requirements; and
•    Allow for standard or user modified report to be generated on a periodic basis to compare to service level targets. 
- Role based access management
•    Be accessible from multiple domain networks;
•    Be accessible from a mobile device on a cellular network;
•    Have security assertion markup language (SAML) authentication;
•    Have active directory or lightweight directory access protocol (LDAP) integration for user accounts and groups;
•    Assign or restrict access based off group membership; and
•    Provide periodic reports to audit user access.
- Budget: $20,000 – $60,000

- Contract Period/Term: 3 years
- Individual Proponent Conferences Date: February 3-4, 2026
- Questions/Inquires Deadline: February 5, 2026