IS Service Management Software System

The Vendor is required to provide for an IS Service Management (ITSM) Software System.
- The current system processes approximately 128,000 tickets annually with a 96% customer satisfaction rating.
- The ITSM market to ensure its service management platform continues to meet the organization's evolving needs for operational efficiency, automation, security, and compliance.
- Solution must support a large, complex healthcare environment operating 24x7x365 and enable consistent, measurable, and secure service management practices across multiple agency service desks and operational teams.
- Prefers a Software as a Service (SaaS) solution that supports Incident, Request, Problem, Change, Release, Knowledge, Asset, Configuration, Service Level, and Availability Management; provides strong workflow automation and self-service capabilities; and integrates with agency existing identity, endpoint, collaboration, ERP/HR, monitoring, and clinical technology ecosystem.
- Solution must be secure, highly available, auditable, scalable, configurable by agency administrators, and suitable for healthcare operations where downtime, delayed fulfillment, or inadequate controls can materially affect business continuity, compliance, and patient care support services.
- Solution and services package that includes, at a minimum, the following:
• Solution Implementation and Governance: Providing a comprehensive implementation plan that includes project governance, resource requirements, milestones, dependencies, testing, cutover planning, and post-go-live stabilization support.
• Configuration and Workflow Design: Configuring the platform to support agency business processes, service catalogs, approval chains, security model, queues, forms, notifications, escalation paths, and reporting requirements without unnecessary custom code.
• Integration Services: Designing, building, testing, and documenting integrations with agency existing systems, including identity, endpoint management, collaboration, monitoring, ERP/HR, and clinical or business applications identified in this bid package.
• Data Migration and Validation: Migrating relevant data from the current ITSM platform (Giva) to the proposed solution, including ticket history, knowledge articles, asset records, configuration items, service catalog content, workflows, attachments, and related metadata, while also providing validation, reconciliation, and exception handling.
• Training, Documentation, and Ongoing Support: Providing role-based training, administrator documentation, knowledge transfer, operational run books, and ongoing support services necessary for agency to successfully adopt, operate, and continuously improve the solution.
- Service Management Functionality
• The proposed solution must be capable of logging calls for Incidents and Requests.
• Provides ITIL 4 compliant Incident and Request Management.
• Supports self-service requests through email, web portal, and mobile applications.
• Provides Service Catalog functionality.
• Provides multi-level management approval for requests and changes.
• Allows the user interface and record fields to be modified by administrators without vendor involvement.
• Provides workflows for multi-user approvals or complex task coordination.
• Provides ITIL 4 compliant Change Management.
• Provides a built-in Knowledge Management system.
• Provides ITIL 4 compliant Release and Deployment Management.
• Provides ITIL 4 compliant Asset and Configuration Management (CMDB).
• Provides ITIL 4 compliant Service Level Management.
• Provides Availability Management.
• Data can be shared and transferred across record types (e.g., incident data can be populated in a change record without re-entering).
• Provides a mobile interface for ticket access by field support and management.
• Provides robust reporting by individual ticket assignments, team, department, division, or enterprise.
• Provides metrics to support Continual Service Improvement.
• Provides automated escalation of incidents and requests.
• Provides SLA tracking and reporting.
• Provides Customer Survey capability with reporting.
• Ability to create child tickets from a parent ticket and maintain relationship between tickets.
• Provides access to record database for additional reporting.
• Provides request status tracking for customers via self-service portal.
• Supports multiple IT-managed service desks with distinct service catalogs, workflows, and reporting (e.g., Information Services, Human Resources, Legal, Environment Service, etc.).
• Must support 176 concurrent analysts and 16 fixed-license administrators and 10,000+ customers/users.
• Must provide support for granular access authorization.
• Supports email to ticket conversions and custom APIs specific to modules, data sets and functions
- AI and Automation
• Provides AI-driven ticket categorization and routing.
• Provides virtual agent / chatbot capabilities for self-service ticket creation and resolution.
• Provides predictive analytics for incident trends and proactive problem identification.
• Supports natural language processing (NLP) for ticket creation and search.
• Provides automated remediation workflows for common incident types.
• Provides AI-assisted knowledge article creation and recommendation.