Operations and Incident Management Platform

The Vendor is required to provide Operations and Incident Management Platform software licenses.
- The software solution must provide cloud-based digital operations and incident management with desired features such as: Shift Management, Incident Management, Routing Escalation, and ServiceNow integration.
- Confirm the Solution supports bidirectional integration patterns where required (e.g., creation/update of ITSM incidents and status sync back).
- Confirm the Solution will provide open APIs and/or supported connectors for integration with enterprise tooling (e.g., monitoring/observability (Dynatrace, Azure Monitor, Sentinel), ITSM (ServiceNow), collaboration, identity).
- Acceptable integration patterns (as applicable): ITSM (ServiceNow), monitoring (Dynatrace), collaboration (Microsoft Teams), identity (Microsoft Entra ID / Azure AD), work management (Azure DevOps).
- Confirm the Solution will enable responders to collaborate efficiently, including the ability to post incident updates into collaboration tools/channels and keep a shared operational picture.
- Confirm the Solution will support enterprise authentication via Single Sign-On and provide role-based access control (RBAC) for administration and incident actions.
- Confirm the Solution provides audit logging of key actions (e.g., incident create/acknowledge/resolve, configuration changes) suitable for security review and compliance.
- Confirm the Solution encrypts sensitive data in transit and at rest using industry-accepted standards.