Information Technology Service Management (ITSM) Software Purchase and Implementation

Background
The City of Long Beach, Harbor Department Information Management (IM) Division, also known as the Port of Long Beach (POLB), is seeking proposals from qualified organizations to acquire and implement an Information Technology Service Management (ITSM) solution. The Port serves as a major gateway for trans-Pacific trade and is recognized for its green initiatives and customer service. The ITSM solution aims to enhance the Port's operational efficiency and service delivery capabilities for over 600 employees.

Work Details
The selected vendor will provide an ITSM platform that supports a broader set of ITIL-aligned capabilities, including incident management, change management, asset and configuration management, and request fulfillment. Key services include:

1. Planning & Preparation: Define strategy, scope, and readiness for implementation; identify business goals; develop project plans.

2. Design & Implementation: Configure and deploy the platform based on best practices; conduct testing; develop training materials.

3. Post Go Live Support: Monitor adoption and performance; provide user support; collect feedback for continuous improvement.

4. Specific requirements include support for 50 named users or 35 concurrent users, integration with existing systems, automated asset management, self-service portals for users, customizable workflows, reporting capabilities, and compliance with industry standards.

Period of Performance
The contract will commence upon execution and is expected to span several phases over a period of approximately 10 years as the Port plans significant capital improvements.

Place of Performance
The services will be performed at the Port of Long Beach located in Long Beach, California.

Bidder Requirements
Proposers must demonstrate relevant experience in providing ITSM solutions, possess necessary certifications, and comply with insurance requirements outlined in Appendix A. Proposals must include a completed Contractor Certification Form to be considered.