SW-115856 - USA (Ohio) - IS Service Management Software - Deadline July 17,2026

(1) Vendor needs to provide IS service management software.• To evaluate, select, contract for, implement, and support an enterprise IS Service Management Software System• The proposed solution must support a large, complex healthcare environment operating 24x7x365 and enable consistent, measurable, and secure service management practices• Software as a Service (SaaS) solution that supports Incident, Request, Problem, Change, Release, Knowledge, Asset, Configuration, Service Level, and Availability Management; provides strong workflow automation and self–service capabilities; and integrates with agency existing identity, endpoint, collaboration, ERP/HR, monitoring, and clinical technology ecosystem.• Solution Implementation and Governance: Providing a comprehensive implementation plan that includes project governance, resource requirements, milestones, dependencies, testing, cutover planning, and post–go–live stabilization support.•Data Migration and Validation: Migrating relevant data from the current ITSM platform (Giva) to the proposed solution, including ticket history, knowledge articles, asset records, configuration items, service catalog content, workflows, attachments, and related metadata, while also providing validation, reconciliation, and exception handling• Training, Documentation, and Ongoing Support: Providing role–based training, administrator documentation, knowledge transfer, operational run books, and ongoing support services necessary for agency to successfully adopt, operate, and continuously improve the solution• Service Management Functionality1. The proposed solution must be capable of logging calls for Incidents and Requests.2. Provides ITIL 4 compliant Incident and Request Management.3. Supports self–service requests through email, web portal, and mobile applications.4. Provides Service Catalog functionality.5. Provides multi–level management approval for requests and changes.6. Allows the user interface and record fields to be modified by administrators without vendor involvement.7. Provides workflows for multi–user approvals or complex task coordination.8. Provides ITIL 4 compliant Change Management.9. Provides a built–in Knowledge Management system(2) The contract period will be for one year.(3) All the questions must be submitted no later than June 27, 2026