SOFTWARE AND IMPLEMENTATION FOR AN INFORMATION TECHNOLOGY SERVICE MANAGEMENT (ITSM) SOLUTION

INTRODUCTION/SUMMARY The City of Tampa Technology & Innovation Department is seeking proposals from qualified companies to implement a new Information Technology Infrastructure Library (ITIL) compliant enterprise Information Technology Service Management (ITSM) solution. The City desires to obtain a combination of services and products: • An enterprise commercial-off-the-shelf software ITIL compliant ITSM solution with substantial functionality with minimal development, modifications, or enhancements to the software package. The solution will be sufficiently configurable with minimal customizations. • The proposed solution will be extendable to other business units throughout the City so that the City has a consistent unified enterprise solution for tracking activities throughout the city where the need arises. • The preferred system will be web-based utilizing no, or very limited number of, browser plug-ins or additional software besides a web browser (e.g. Java) on City desktops and preferably also have a mobile application for us on iOS devices. • The City requires a hosted solution, and proposers will propose a Software as a Service (SaaS) model. • The proposed solution will include an appropriate testing environment for implementation use and ongoing maintenance after the system is implemented. • The proposer will provide Project Management Professional Services necessary to implement the proposed solution. • The City is not looking to convert historical ticket data from their existing solution.