Information Technology Service Management Solution

The Vendor is required to provide for a modern, maintainable, and scalable IT Service Management (ITSM) platform to replace the current EasyVista system.
- The County requires a solution that supports operational efficiency, automation, multi-team collaboration, integration with enterprise systems, and improved service delivery across departments.
- The County prefers practical, maintainable solutions over highly customized or operationally complex implementations.
- Solutions should be straightforward to configure and maintain internally, minimize unnecessary complexity, and support incremental enhancements without vendor dependence.
- Provide:
• ITSM platform configuration and deployment
• Migration of existing EasyVista data (< 100,000 tickets)
• Migration of groups and roles to the new environment for pricing accuracy and implementation planning
• Integration with enterprise systems like Entra, HRIS, etc.
• Administrator and end-user training
• Documentation of workflows, configurations, and integrations
• Ongoing support and maintenance options.
- The solution must be capable of scaling across departments and support both our IT and non-IT workflows.
- The system must be able to accommodate large-scale intake volume, concurrent portal usage, and support multi-department workflows.
- The future ITSM solution must therefore support:
• Team-based queues
• Transparent cross-team visibility
• Flexible role-based access control
• Clean integration with identity, security, and endpoint tools
- Incident & Request Management
• Support Incident Management & Service Request Management
• Provide multichannel intake, including email-to-ticket and web portal
• Provide a Service Catalog with categories, request types, and SLAs
• Allow SLAs to pause based on defined conditions (e.g., On Hold, Awaiting Customer)
- Change & Release Management
• Support standard, normal, and emergency change workflows
• Provide CAB scheduling, approvals, and decision logging
• Provide a change calendar with visual indicators and conflict detection
• Support rollback planning, execution tracking, and enforced maintenance windows
• Detect recurring issues and support root-cause analysis (integrated with Problem Management)
- Configuration, Workflow, and Automation
• Provide maintainable configuration (prioritizing configuration over customization)
• Provide intuitive workflow and automation design tools (visual builder, low-code/no-code, or equivalent maintainable approach)
• Support workflow versioning, draft/testing modes, and multi-step approvals
• Provide non-production and sandbox environments with controlled promotion paths
• Provide configuration migration tooling (versioning, comparison, deployment packages)
• Support auto-assignment rules and queue-based routing
- Analytics & Reporting
• Provide operational metrics (e.g., MTTR, backlog, trends)
• Provide exportable and API-accessible analytics
• Support both custom & ad-hoc reporting (with role-based access control)
- Access, Security & Compliance
• Support role-based access control, data retention policies, and full audit logging
• Support sensitive data handling and redaction
• Encrypt data at rest and in transit
• Support SCIM/automated provisioning and Entra ID synchronization
• Provide backup and restore capabilities
• Meet uptime expectations (e.g., 99.9%+) with visibility into maintenance windows and historical availability
• Comply with WCAG 2.1 AA accessibility standards
- Problem Management
• Provide a Known Error Database (KEDB)
• Support detection and tracking of recurring issues
• Support root-cause analysis workflows
- Governance & Administration
• Support centralized governance with distributed administration
• Integrate cleanly with enterprise systems and tools
• Provide strong automation capabilities aligned to County operational practices
• Emphasize maintainable configuration over customization.