ITES-10599 - USA (Midland, Texas) - IT Service Management and Customer Relationship Management Services - Deadline August 5,2026

(1) Vendor needs to provide IT service management and customer relationship management services to the government authority located in Midland, TX.• IT Service Management perspective is the delivery of quality and reliable end–to–end IT services using best practice frameworks for IT service delivery and support so the right processes, people, tools, and technology are in place to support agency • The project will procure, implement and configure a solution that utilizes the ITSM framework that focuses on Service Management Functions like the Service Desk, Technical Management, Applications Management, and IT Operations. – All of these are essential:- Incident Management- Problem Management- Change Management- Release Management- Project Management- Software License Management- Contract Management- Approval Workflows- Business Management- Business Hours- Portal Customization- MSP Mode- On Call Management1. Provide assistance to define, develop and produce automatic customer notifications and surveys upon ticket closures2. Provide assistance for workflow analysis, process, and module configuration to enable usage of the tool to meet business process requirements3. Provide user and technical documentation that includes but is not limited to user guides, user manuals, implementation specifications, data dictionary, and process flow diagrams4. Provide assistance in developing, configuring, and producing automatic reports for Incident Management and Service Management key performance indicators(2) The contract period will be for one year.(3) All the questions must be submitted no later than July 31, 2026