ITSM Platform

Summary (Newest Update)

Background The Enterprise Information Services (EIS) is responsible for planning, delivering, supporting, and continuously improving integrated IT services for the enterprise. EIS aims to modernize and standardize its IT service management (ITSM) capabilities through the adoption of an enterprise ITSM platform that will serve as the system of record for ITSM practices. The current ITSM processes are fragmented across multiple solutions, leading to challenges in service quality and operational efficiency. EIS seeks to evaluate contemporary ITSM platforms that provide cohesive workflow management, automation, and integration with adjacent IT operations. Work Details EIS is seeking information on IT Service Management (ITSM) platforms that can provide: - Cohesive workflow management and automation across core ITSM practices including incident, problem, request, change, knowledge, service level, and configuration management. - Support for modern operating models such as product-centric and DevOps. - Integration with IT operations management and other toolchains. - AI-enabled assistance. - Multichannel engagement options. - Case management for non-IT workflows. - Low-code/no-code extensibility. - A comprehensive overview of vendor capabilities including total cost of ownership over three years. Vendors should also provide information on their organizational profile, product roadmap, compliance with security standards, implementation timelines, administration support models, licensing structures, and references from similar clients. Period of Performance This RFI is for planning purposes only and does not specify a contract period of performance as it is not a solicitation or commitment to procure any products or services. Place of Performance The geographic location for the performance of this contract is not explicitly stated but responses are to be submitted to EIS located at 550 Airport RD SE Suite C, Salem, OR 97301. Bidder Requirements Vendors must confirm compliance with the State of Oregon Cyber Information Security Policy which prohibits offshoring computing services. All hosting and support services must be performed within the United States by personnel authorized to work in the U.S. Vendors should describe their deployment options (SaaS, On-Premises), compliance with relevant security standards (e.g., FedRAMP), and controls ensuring data access is limited to authorized U.S.-based personnel.