Scdmv IT service management system

The South Carolina Department of Motor Vehicles (SCDMV) issued a Request for Proposal (RFP) for a comprehensive Software-as-a-Service (SaaS) Enterprise Service Management (ESM) system to replace their legacy Microsoft System Center Service Manager (SCSM) platform. The procurement seeks a cloud-based solution aligned with ITIL processes to support approximately 200 initial backend users across three help desks, developers, and business analysts. Key deliverables include a system with capabilities for ticketing, asset management, knowledge base creation, configuration management, and integration with existing systems such as Active Directory, Azure DevOps Server, SolarWinds, and WhatsUp Gold. Mandatory minimum qualifications require offerors to have a minimum of five years of experience in similar projects and current production use by multiple clients with at least 100 users. The solicitation follows a two-phase evaluation process, with the top three responsive offerors advancing to live demonstrations at SCDMV facilities. Critical dates include a pre-proposal conference held on December 13, 2022, proposal questions due by February 1, 2023, and proposals due by March 16, 2023, with award notification scheduled for July 3, 2023.

The RFP does not specify any specific set-aside designations or restrictions on responding organizations. The current environment uses Microsoft System Center Service Manager with manual processes tracked across spreadsheets, managing approximately 1,425 desktops, 700 laptops, 325 mobile devices, 190 switches, 70 routers, and 160 network devices. No incumbent contractor is identified, as this represents a transition from an internally-managed system to a SaaS model. The contract includes an initial one-year term with four optional one-year renewal periods, running from July 14, 2023, to July 13, 2028. Pricing must include implementation activities, training, and annual subscription licenses for 200 users across all five contract years, with additional licensing options. The system must meet stringent requirements, including 99.97% availability, data encryption using AES-256, and storage within the continental United States, with specific service level agreements and potential liquidated damages for performance issues. While no specific budget range is explicitly stated, the comprehensive requirements suggest a significant investment in modernizing SCDMV's IT service management infrastructure.