FSRA2019-066 - Information Technology Service Management (ITSM)

The Financial Services Regulatory Authority of Ontario (“FSRA”) is issuing this RFB to procure an SaaS-based Information Technology Service Management (“ITSM”) solution. FSRA wishes to subscribe to Cherwell Service Management (“CSM”) directly from Cherwell® Software, LLC for a five –year period and to select a Vendor to implement CSM and its associated Organizational Change Management (“OCM”). At its option, FSRA wishes to subscribe to Cherwell Asset Management (“CAM”) directly from Cherwell® for a 3-year term, to begin once the CSM implementation is complete, and to have the same Vendor as above do the implementation and OCM for the CAM. FSRA also wishes to procure pay-as-you-go professional services for post-implementation requirements from the implementation Vendor. FSRA wishes to have Cherwell® maintenance and support obtained directly from Cherwell® for the product(s) on a 24/7 basis. FSRA anticipates that the successful Vendor will provide a development environment for the implementation and the associated cost, if any, should be included in the implementation cost. FSRA anticipates that Cherwell will not charge for the CSM subscription until Phase 1 implementation is completed and CSM has gone live to FSRA end users and IT Staff.