IS Service Management Software

The agency is seeking an enterprise Information Services (IS) Service Management Software System to support a large, complex healthcare environment operating twenty-four hours a day, seven days a week, three hundred and sixty-five days a year. The selected Software as a Service (SaaS) solution must enable consistent, measurable, and secure service management practices. The agency needs this system to replace its current Information Technology Service Management (ITSM) platform, Giva, and to integrate with its existing identity, endpoint, collaboration, ERP/HR, monitoring, and clinical technology ecosystem. The scope of work requires the delivery of a solution that supports Incident, Request, Problem, Change, Release, Knowledge, Asset, Configuration, Service Level, and Availability Management. The software must provide strong workflow automation, self-service capabilities, a service catalog, multi-level management approvals, and a built-in Knowledge Management system. The system must also allow administrators to modify the user interface and record fields without vendor involvement, and it must support ITIL 4 compliant Incident, Request, and Change Management. The selected provider must deliver a comprehensive implementation plan covering project governance, resource requirements, milestones, dependencies, testing, cutover planning, and post-go-live stabilization support. The project requires migrating relevant data from the Giva platform, including ticket history, knowledge articles, asset records, configuration items, service catalog content, workflows, attachments, and related metadata, along with validation and reconciliation. The agency also requires role-based training, administrator documentation, knowledge transfer, operational run books, and ongoing support services. Eligible bidders must perform all work offsite and must be located onshore within the United States. The agency is looking for proposals to determine the budget, and the resulting contract will have a performance period of one year. Bidders must submit all questions no later than June 27, 2026, and may submit their final responses digitally via email or online.