IT Service Management System Replacement Service

The City is seeking an Information Technology Service Management (ITSM) solution and related professional services to replace its current system. The agency needs to improve the efficiency of IT service delivery, enhance the customer experience for employees requesting services, and gain better visibility into performance through reporting and analytics. The project aims to solve the challenges of administrative complexity, limited tracking of IT assets, and difficult configuration processes by implementing a modern, intuitive, and ITIL-aligned platform. The scope of work covers functional requirements including incident management, configuration management, asset management, knowledge management, change management, reporting, analytics, and automation and AI capabilities. The requested system must feature an intuitive self-service portal, role-based access control, email integration, and a complete audit trail of ticket and configuration changes. The agency requires a platform that allows IT staff to easily configure workflows, notifications, service catalog items, and custom reports without requiring vendor assistance. Eligibility is restricted to onshore organizations based in the United States. The agency allows the performance of the work to be conducted offsite. Bidders must submit their proposals digitally via email or online, and the agency is currently looking for proposals to define the budget. All questions regarding this procurement must be submitted no later than July 8, 2026.