SW-115730 - USA (Michigan) - IT Service Management System Replacement Service - Deadline July 29,2026

– Provide an Information Technology Service Management (ITSM) solution and related professional services.– The selected solution shall provide a modern and intuitive user experience, support configurable and scalable service management processes, and enable the agency to implement appropriate IT service management best practices.• The system must improve the efficiency of IT service delivery across the agency organization.• The system must support ITIL–aligned service management practices appropriate for the size and complexity of the City.• The system must improve visibility into IT service performance through reporting and analytics.• The system must improve the customer experience for City employees requesting IT services.• The system must provide improved tracking and management of IT assets throughout their lifecycle.• The system must enable better decision making through accessible and reliable service management data.• The system must reduce administrative complexity associated with maintaining and configuring the ITSM platform.• The system must allow IT staff to easily configure workflows, notifications and service catalog items without requiring vendor support.• City employees must be able to easily submit incidents and service requests.– User Requirements:• The system must provide an intuitive self–service portal for customers.• The system must allow users to view the status of their and their team’s incidents and service requests.• The system must notify users when updates occur on their requests or incidents.• Users must be able to communicate with IT staff through the ticketing system.• Users must be able to attach files or screenshots to incidents and requests.• Users must be able to search a knowledge base for solutions to common issues.• IT staff must be able to quickly create, update, and resolve incidents and service requests.• IT staff must be able to easily search and retrieve tickets and service request history.– System Requirements:• The system must allow easy access to system data for reporting and analysis.• The system must support customizable reporting capabilities.• The system must allow IT staff to create custom reports without requiring vendor assistance.• The system must provide a flexible notification system for customers and IT staff.• The system must support role–based access control.• The system must maintain a complete history and audit trail of ticket and configuration changes.• The system must support email integration for ticket creation and updates.– Functional Requirements:• Incident Management• Configuration Management• Asset Management• Knowledge Management• Change Management• Reporting and Analytics• Automation and AI Capabilities(2) All the questions must be submitted no later than July 8, 2026.