ITSM Replacement RFI

The Oregon Department of Transportation (ODOT) is conducting a Request for Information (RFI) for an Information Technology Service Management (ITSM) replacement system, seeking cloud-based Software-as-a-Service (SaaS) solutions to improve services and increase productivity. The procurement targets a comprehensive ITSM platform capable of serving approximately 5,000 ODOT employees, including 252 IT personnel, with core capabilities in incident management, asset management, service request management, and reporting. Potential expanded functionalities include knowledge management, change management, and service level management. ODOT anticipates releasing a formal Request for Quotation (RFQ) or Request for Proposal (RFP) by March 1, 2025, with system implementation planned by October 2025. The RFI specifies detailed technical requirements, including integration with ODOT's Entra or on-premises Active Directory, 99.8% uptime, mobile app functionality, and compliance with cloud use requirements. The response due date is March 7, 2025, at 3:30 PM through OregonBuys, with questions accepted until two business days prior to the bid opening. Vendors must meet specific technical and security compliance standards, including adherence to DAS Oregon Statewide Information Technology and Security Policies.

The procurement allows responses from suppliers participating in Statewide Purchase Agreement 9404, including A&T, CDWG, Carahsoft Technology Corp., Lumen, SHI, Smartronix, and Strategic Communications. No specific set-aside designations or disadvantaged enterprise requirements are explicitly stated. The current system is BMC Remedy ITSM v8.x with 250 concurrent seats, which will be replaced by the new solution. ODOT indicates a low appetite (3 out of 10) for artificial intelligence implementation and a high adoption of Microsoft Teams (8 out of 10). While no specific contract value is mentioned, the RFI allows vendors to include potential pricing models in their responses. The solution must be hosted within the continental United States and support both IT and non-IT business cases. This procurement is separate from the Oregon Department of Administrative Services' existing ITSM contract (9462) with CDW Government Solutions. No contracts will be awarded directly through this RFI, and all responses are voluntary and non-binding, serving primarily to gather market information and assess potential solutions.