SW-120827 - USA (Illinois) - IT Service Management (ITSM) Platform - Deadline October 29,2026

(1) Vendor needs to provide IT service management (ITSM) platform. • The consultant will support the administration, configuration, optimization, and ongoing enhancement of IT service management (ITSM) platform.• Provide technical expertise and hands–on support for environment, including system configuration, workflow and automation development, service catalog management, incident and request management, reporting, SLA configuration, integrations, asset mana• Review existing ticket workflows, assignment rules, automations, and routing configurations.• Reduce manual ticket reassignment and improve first–touch routing to the appropriate support team.• Develop or enhance reporting capabilities to allow management to analyze ticket volume by category, service, department, location, assignment group, priority, resolution time, SLA and other relevant measures• Ensure the redesigned category structure supports accurate and actionable reporting.• Recommend improvement to forms and prompt to capture the information needed by IT to resolve requests efficiently• Review the current service catalog and request forms from the end–user perspective.• Recommend improvement to forms and prompt to capture the information needed by IT to resolve requests efficiently.• Asset management data quality and process optimization: updated asset reports/dashboards.