Information Technology Service Management System

The buyer seeks an Information Technology Infrastructure Library v4-based Information Technology Service Management system to replace its current home-grown tracking system. The requested scope includes implementing a modern, scalable, and Risk and Authorization Management Program-compliant platform that integrates with Microsoft 365. The system must support multi-channel intake, automated categorization and routing, configurable workflows with escalations, problem identification, asset lifecycle management, a service catalog, executive dashboards, artificial intelligence-based duplicate detection, and event-driven automated incident creation from monitoring tools and cloud alerts. Eligibility requires an onshore U.S. organization only, and contractors perform all work offsite. Bidders can submit proposals digitally via email or online, and the buyer is looking for proposals to establish the budget. Vendors must submit all questions no later than September 8, 2026.