IT Service Management (ITSM) Software

The county is seeking a cloud-based or vendor-supported hosted Information Technology Service Management software solution to replace its current on-premises service manager environment. The agency needs a system that includes licensing or subscription, implementation, configuration, data migration, integration with existing systems, testing, documentation, knowledge transfer, training, and ongoing support and maintenance. The solution must be fully accessible through modern web browsers, including Microsoft Edge, without requiring thick-client installation, unsupported browser plug-ins, or locally installed software for standard user, agent, and administrator functions. The requested scope of work covers automated incident logging, categorization, and prioritization, as well as service request routing to appropriate support teams. The software must also track and escalate unresolved incidents, provide real-time status updates and notifications for end-users, track incident resolution, and facilitate post-incident reviews. Additionally, the agency requires global search functionality, change request submission, approval workflows, tracking, and risk assessments and impact analysis for each proposed change. Only Canadian organizations are eligible to bid on this opportunity. Bidders must perform all work offsite and submit their proposals digitally via email or online. To obtain the official request for proposals document without a watermark, bidders must register and pay a fee on the tendering authority's website. The agency is currently looking for proposals to determine the budget for this project. All questions regarding this procurement must be submitted no later than July 15, 2026.