Information Technology Service Management Solution

The Regional Municipality is seeking a fully implemented and live Information Technology Service Management (ITSM) solution to replace its existing systems. The agency requires a solution supported by a large, diverse, mature, sustainable, and multi-partner ecosystem to meet long-term support and future enhancement needs. The system must feature automated environment management to eliminate manual migrations of configurations, workflows, forms, automations, or settings when promoting changes across environments. The requested solution must provide secure, standards-based integrations with enterprise systems, including Microsoft 365 services such as Entra ID/Azure AD, Intune, Outlook, and Teams. The agency requires native approval delegation capabilities that allow approvers to manage their own delegations without system administrator involvement. Additionally, the platform must offer robust logical domain separation to enable business units to operate semi-independently within a shared platform while maintaining centralized governance. The agency needs robust, native reporting and analytics capabilities, including interactive real-time dashboards and performance monitoring across all in-scope modules. The solution must operate on a single, unified enterprise data model that allows multiple business domains like human resources, security operations, and facilities management to reference and update shared records without data synchronization. Finally, the system must provide an enterprise-grade disaster recovery and business continuity architecture to ensure service resilience and data protection. Bidders must be onshore organizations located in Canada to be eligible for this opportunity. The agency allows the performance of the work to be conducted offsite. Bidders must submit their proposals digitally either via email or through the online portal. The agency is looking for proposals to determine the budget for this project. Bidders must submit all questions regarding this procurement no later than July 14, 2026.