IT Service Management Platform And Implementation Services

The Vendor is required to provide for a cloud-first, enterprise IT Service Management (ITSM) platform that improves service delivery, reliability, and transparency across the County’s departments.
- Selected platform will become the system of record for ITSM processes and will integrate with the County’s identity, endpoint, asset, and collaboration systems.
- The County operates in a Microsoft-centric environment and requires deep integration with Microsoft Entra ID (Azure AD), Microsoft Intune, Microsoft 365, and related services.
- Provide the necessary implementation services for the County to realize the values from the ITSM capabilities.
- Measurable improvements in:
•    Mean Time to Resolve (MTTR), first-contact resolution, and customer satisfaction (CSAT).
•    Change success rate and reduction of major incidents as well as recurring incidents (Problem Management).
•    Provide a single, trusted view of hardware and software assets while managing the full asset lifecycle from request through retirement.
•    Automation/workflow configuration for requests and approvals.
•    Accurate, continuously maintained Configuration Management Database (CMDB) that integrates with specific infrastructure management systems (e.g. Cisco Catalyst Center, vSphere, etc.) to gain Configuration Item (CI) information. Service Mapping should relate applications to web/application/database servers.  
•    Self-service utilization and knowledge deflection.
•    Complexity reduction of both administration and use for IT and user base.
•    Reporting, metric tracking, and dashboards.
- Incident and Major Incident Management
•    Intake: Portal, email, Teams, phone/CTI (optional), APIs; configurable forms with minimal code. 
•    Prioritization & SLM: OOTB impact/urgency matrix; business calendars; pause/exclude rules; breach alerts. 
•    Assignment & Collaboration: Skills/routing, swarming, @ mentions. 
•    Major Incident: Declaration, stakeholder/public comms templates, service status page updates, timeline; Post-Implementation Review (PIR) template with action tracking; central collaboration and communication (native or integration). 
•    Generative Artificial Intelligence (AI): Suggest relevant knowledge articles during incident submission and assist service desk agents with recommended resolution steps and draft resolution notes. Forecast incident recurrence and potential Service Level Agreement (SLA) breaches. 
•    Right-Size: Avoid bespoke triage engines; provide simple routing and automation that an admin can tune without scripting.
- Request Management & Service Catalog
•    Catalog: Role-aware items/bundles; dynamic forms; guided help and request suggestions. 
•    Approvals: Manager/Human Resources (HR) attribute-based, multi-level; approval flows based on approval limits, auto-escalation; delegation. 
•    Fulfillment: Task plans with SLAs per item; orchestration to Intune/Microsoft Endpoint Configuration Manager (MECM) for zero-touch provisioning where feasible. 
•    Policies: Entitlements/quotas; standard request vs. standard change patterns. 
•    Generative AI: Recommend appropriate catalog items based on user intent, prefill request information, and summarize request context to support faster and more accurate fulfillment. 
•    Right-Size: Admin-delegated catalog maintenance; no custom code required for common patterns.
- Knowledge Management 
•    Lifecycle: Knowledge-Centered Service (KCS)-aligned states, templates, quality checks, feedback. 
•    Findability: Tunable search/relevance, synonyms; in-context suggestions to agents/requesters. 
•    Deflection & Metrics: Article reuse/deflection analytics; multilingual and permissioned articles. 
•    SharePoint Integration: Ability to retrieve technical documentation stored in SharePoint. 
•    Generative AI: Assist with drafting, summarizing, recommending new, and improving knowledge articles from resolved incidents and problems. 
•    Right-Size: OOTB analytics; no separate search appliance required.  
- Problem Management
•    Analysis: Known error database (DB) with workaround management and publish-to knowledge.
•    Linkage: Bi-directional relationships to incidents, changes, services; simple trend clustering. 
•    Generative AI: Identify recurring incident patterns, suggest candidate problems, and summarize potential root causes based on historical incident and trend data. 
•    Right-Size: OOTB dashboards for recurring incident trends without data-science tooling. 
- Change Enablement & Release
•    Models: Standard/normal/emergency with risk scoring and policy gates.
•    Planning: Change calendar, blackout/maintenance windows, conflict detection via CMDB dependencies. 
•    Execution: Change Advisory Board (CAB) workflow, approvals, automated implementation/validation steps; mandatory PIR for high-risk.
•    Right-Size: Templates for common changes; minimize custom change models.
- Reporting, Analytics & Observability 
•    Dashboards: Real-time operational and executive views (SLA attainment, backlog, Customer Satisfaction (CSAT), change success, incident trends, deflection). 
•    Ad Hoc & Exports: Self-service builder; schedule/subscribe; export via OData/CSV/REST for Power BI. 
•    Data Quality: CMDB/asset health scores; audit-ready logs and evidence. 
•    Right-Size: Provide core KPIs out-of-the-box; avoid bespoke BI unless needed.
- Mobile Application 
•    End User Intake: Native mobile application support for submitting incidents and service requests, including guided forms, attachments, and real-time status visibility. 
•    Knowledge Access: Ability for users to search, browse, and view knowledge articles within the mobile app. 
•    Lifecycle Participation: Support for viewing and updating incidents and requests throughout their full lifecycle, including comments, status changes, and collaboration appropriate to user role. 
•    Approvals and Actions: Designated approvers can review, approve, reject, or reassign requests and changes from the mobile app. 
•    Notifications: Push notifications for approvals, status changes, SLA breaches, and major incident communications.
•    Right-Size: Core ITSM mobile capabilities delivered out of the box without custom mobile development or separate configuration paths.