IT Service Management System Replacement Solutions

The agency is seeking an implementation partner to deliver a flexible, scalable, secure, and integrated SaaS-based IT Service Management platform to meet current and future IT service management needs. The selected partner must provide all software, modules, subscriptions, tools, third-party components, and related services required to deliver the solution. The agency requires the partner to lead the full implementation lifecycle, including planning, requirements confirmation, design, configuration, integration, testing, deployment, transition to operations, and post Go-Live support. The project covers developing the solution architecture and technical design required to implement, secure, integrate, administer, support, and sustain the platform. The agency requires a structured data migration approach for relevant data, including clear identification of what will be migrated, archived, retained through other means, or excluded. The solution must support secure, standards-based integration capabilities, including APIs and other appropriate integration methods. The agency is requesting configured reporting and dashboard capabilities that support operational visibility, workload management, service performance, SLA or service target monitoring, and management-level decision-making. The partner must provide a structured testing approach covering functional, configuration, integration, data migration, reporting, security and privacy-related testing support, user acceptance testing, defect management, and formal acceptance. The scope also includes preparation and support for cutover, Go-Live readiness, deployment, contingency planning, stabilization, defect resolution, and hyper care activities. Eligibility is limited to onshore Canadian organizations only. The performance of the work will take place offsite. Bidders must submit responses digitally via email or online, and the agency is looking for proposals to determine the budget. Questions regarding this opportunity must be submitted no later than July 31, 2026.