20252004 IT Service Management Platform

The City of Eugene, located in Lane County, Oregon, is seeking an IT Service Management Platform through a Request for Information (RFI) to replace its current inadequate ITSM solution. The procurement targets a comprehensive Service Desk and Asset Management platform with specific requirements including robust reporting capabilities, Configuration Management Database (CMDB) integration, automated hardware/software asset management, a self-service portal, and ITIL-aligned workflows. The City operates a Microsoft-centric environment with over 1,800 endpoints and 350 servers, necessitating platform compatibility with Azure AD, Power BI, Teams, and Office 365. Vendors must demonstrate compliance with critical security standards including HIPAA, CJIS, and PCI, and will be evaluated based on responses to 106 detailed technical, security, pricing, support, and implementation questions. The RFI was posted on February 6, 2025, with responses due electronically by April 9, 2025, at 2:30 PM PST, with potential for direct contract award following vendor submissions.

The RFI does not explicitly specify set-aside designations or restrictions on responding organizations. The current infrastructure suggests vendors must provide seamless integration with existing Microsoft ecosystem technologies and be capable of supporting a complex governmental IT environment. While specific budget ranges are not detailed in the document, the scope suggests a substantial enterprise-level software procurement targeting comprehensive IT service management capabilities. The City may invite selected offerors to demonstrate software functionality following initial document review. Electronic submissions must include a Letter of Interest, signed Standard Request for Information Form, and completed Questions for Offerors form, with vendors expected to provide comprehensive solutions that address the City's operational needs in reporting, workflow automation, and asset management.