DT-DH-0014-MB - RFP Information Technology Service Management (ITSM) with Integrated Telephony

The Coordinating Entity is seeking proposals from proponents for a Cloud-based SaaS ITSM solution with an integrated Telephony component and the option to extend the solution in the future with additional integrations and services, such as Project, Portfolio and Resource Management. 

The Coordinating Entity wishes to establish a strategic partnership with an organization to support improved overall Customer Experience and increased strategic value for its Customers. With the right product, partner and plan, the Coordinating Entity expects to significantly improve Customer Experience through the utilization of a modern ITSM and Telephony platform. The Objectives section (below) outlines the five (5) critical success factors that are intended to be achieved over time with our partner.  

The Coordinating Entity is seeking proposals to implement a solution to replace the existing ITSM and Telephony solutions while continuing to meet or exceed the current state organizational capabilities described in Section B – Material Disclosures of the RFP Particulars (Appendix D) before January 3, 2024. The Coordinating Entity is looking to proponents to propose an implementation approach that will result in a successful implementation by the required date and allow for additional efficiencies through extending the solution over time (i.e., an initial implementation with a plan to add capabilities and functionality over time to recognize the full value of the solution and strategic partnership). The Coordinating Entity is open to adopting an organizational structure and/or processes that have been successfully used by other organizations and is seeking a feasible approach to implementation while showing value for Customers through improved Customer Experience and system efficiencies.