20252004_A2_IT Service Management Platform_Addendum 1.pdf

Date: 3/13/2025 To: All Potential Proposers From: Drew Pryor, Purchasing Analyst Subject: RFI, 20252004, IT Service Management Platform

ADDENDUM NO. 1

The solicitation referenced above is amended as follows.

Responses received to questions and requests for more information from potential proposers are below:

1. Key pain points with the current ITSM solution beyond reporting, workflows, and CMDB maintenance:

Ease of configuration. Limited internal support means many requests for reports or workflow adjustments take too long to be accomplished.

2. Preferred deployment model (SaaS, on-premise, or hybrid):

We would entertain all options, but likely SaaS based on our resourcing.

3. Key success criteria for the new Service Management Platform:

Deployment with low customization needs. Enough built-in workflows, templates, and reporting to serve the City’s needs.

4. Existing contractual or budget constraints:

End of current contract 12/26. As a municipality, budget is always a concern out of our responsibility to our citizens.

5. Expected timeline for implementation, including testing and full deployment:

6 months of active engagement to include a full change management process for users.

6. Details on how the existing CMDB is structured and managed today:

Not at the moment. Building a new network inventory in NetBox that resides outside of our current platform.

7. Third-party inventory tools currently in use for asset management:

We are using the tool native to our current platform.

8. Level of integration expected with Microsoft Defender, SCCM, Intune, and CrowdStrike:

Currently, we have one-way syncs with SCCM and PeopleSoft. We would like to move to bi-directional syncing and change the way we work from being manually driven.

9. Real-time data synchronization between the CMDB and external inventory tools:

We are interested in real-time CMDB syncs. Not necessary for inventory tools.

10. Specific API requirements or security protocols for integrations:

Not specified.

11. Asset discovery tools in place and their integration with ITSM today:

SCCM one-way sync. Not well integrated.

12. Automated software license tracking and compliance reporting:

We are using a manual process today and expect to need to stay this way for a while. We expect basic tracking and scheduling functionality.

13. Specific lifecycle management functionalities expected (e.g., procurement, decommissioning):

Full lifecycle minus the ordering process. Currently expose a “store” to customers which we’d like to continue. No integration with order generation with vendors. We have logistics integrations that are kicked off manually.

14. Vendor integrations and specific vendor management tools in use:

We have a handful of vendors but no direct integrations with their procurement platforms. We would like to see if there are integrations with Dell and CDW, but are more interested in capability.

15. Level of customization expected for the self-service portal (branding, workflows, integrations):

We want to move from a highly customized solution to a platform that is more complete. Meaning, we want to configure not customize. Branding requirements are light, we have a few complex workflows but most ride on standard workflows.

16. Number of users expected to access the self-service portal and role-based access controls required:

We operate with 75 concurrent users on the back end at the moment, and a user base of approximately 1500. Would require SSO SAML 2.0.

17. Key knowledge management requirements (e.g., AI-powered search, article approval workflows):

Require Kbase lifecycle management tools. We want to see well-formatted articles and a robust search to include context-aware suggestions.

18. Multilingual support in the self-service portal:

This is a lower priority.

19. Specific HIPAA, CJIS, and PCI compliance controls to be incorporated into the ITSM solution:

We must be able to document the lifecycle of hardware particularly around CJIS. Please refer to CJIS documentation in the following categories: Media Protection, Device Protection, Mobile Device Security and Storage and Encryption.

20. Role-based access and permissions for ITSM users:

Least privilege.

21. Specific security policies governing data encryption, logging, and incident response:

See CJIS requirements in question 19 above.

22. Preference for on-prem or cloud-based data storage due to compliance reasons:

No, but data must be easily collected to respond to requests for info, audits, and public records requests.

23. Degree of workflow automation required and predefined escalation rules:

There are a handful of complex workflows that we use today. We would likely want to recreate those instead of changing how the work gets done.

24. SLA monitoring and reporting structure and existing SLA policies:

SLAs are being established at a broader level throughout the city. You should anticipate that there would be policies in place. Monitoring should be at the departmental level, and include notifications. Dashboards for different parties are expected (service provider, departmental manager, leadership).

25. Existing Power BI dashboards integration or new dashboards:

Assume new dashboards.

26. Ticket categorization and prioritization within the new platform:

We would like to see some automation here, perhaps with a proactive troubleshooting procedure to filter out easy fixes.

27. Level of support and maintenance expected from the vendor post-implementation:

Low level maintenance/support contract.

28. Preference for fully managed ITSM service or in-house admin-supported model:

In-house admin model.

29. Specific training requirements for IT staff and end users:

We want to hear about your deployment and roll-out process.

30. Reporting cadence and key performance indicators (KPIs) for monitoring ITSM performance:

Monthly meeting. Expect a ticketing process that allows for service and fixes.

31. Third-party inventory tools used besides Active Directory, SCCM, and Intune:

We are using the tool native to our current platform.

32. Specific reports difficult or impossible to generate with the existing system:

There is currently no dashboard for Service Desk, only custom reports. Want a single pane of glass to see operational health of the team.

33. Most important metrics for monitoring IT service performance:

Service availability, downtime, incident volume, MTTD, MTTR, first response time, resolution time, CSAT.

All other specifications, terms and conditions remain unchanged.