SW-118630 - USA (California) - Information Technology Service Management System - Deadline September 22,2026

(1) Vendor needs to provide information technology service management system.– Current home‑grown incident and request tracking system with a modern, scalable ITSM solution that aligns with the agency’s growth and evolving technology requirements, reduces manual handoffs, and improves service quality and responsiveness. – implement an Information Technology Infrastructure Library v4‑based ITSM platform that is Risk and Authorization Management Program ‑compliant, integrates with Microsoft 365 (hybrid or community cloud), supports multi‑channel intake (portal, email, phone, APIs), driven workflows with escalation and notifications, a configurable service catalog, knowledge management, asset lifecycle management, and executive dashboards for visibility and operational decision‑making.– Support multichannel intake (portal, email, phone, Application Programming Interfaces (APIs)).– Provide automated categorization, routing, prioritization, and tracking.– Deliver configurable workflows with escalations, notifications, and breach alerts.– Enable problem identification, root cause analysis, and linkage across incidents, problems, and known errors.– Support workaround documentation and seamless knowledgebase updates.– Support AI‑based duplicate detection, clustering, and automated linkage to known errors.– Support event‑driven automated incident creation from monitoring tools, cloud alerts, endpoint telemetry, security tooling, and API integrations.(2) All the questions must be submitted no later than September 8, 2026.