IT Service Management Platform

The Vendor is required to provide an IT Service Management (ITSM) platform solution that will serve as the system of record for IT service delivery and support.
- Responsible for planning, delivering, supporting, and continuously improving integrated IT services for the enterprise.
- Services include:
•    Obtain detailed information on ITSM platforms that provide cohesive workflow management and automation across core ITSM practices, including incident, problem, request, change, knowledge, service level and configuration management.
•    Understand how vendors’ platforms support modern operating models (e.g., product-centric, DevOps) and enable integration with IT operations management, observability, security, and other adjacent toolchains to act as a digital hub for a ONE EIS IT services.
•    Assess vendors’ capabilities in areas such as AI-enabled assistance, multichannel engagement (self-service portal, virtual agents, mobile, chat), case management for non-IT workflows, and low-code/no-code extensibility to support enterprise service management use cases beyond IT.
•    Evaluate the anticipated total cost of ownership over at least a three-year horizon, including licensing, implementation, integration, administration, and roadmap items such as and not limited to AI, asset management, orchestration, and discovery.
•    Inform the development of a future competitive solicitation by identifying viable solution approaches, implementation timelines, and best practices that can improve IT service quality, employee experience, and operational efficiency.
- Provide to modernize and standardize its IT service management (ITSM) capabilities through adoption of an enterprise ITSM platform that will function as the system of record for ITSM practices, including incident, problem, request, change, knowledge, service level, and configuration management.
- Evaluate contemporary ITSM platforms that provide cohesive workflow management and automation, integration with adjacent IT operations, security, and DevOps tools, and support for multichannel engagement such as self-service portals, virtual agents, and mobile access.