Information Technology Service Management (ITSM)

Background
The City of Detroit's Office of Contracting and Procurement (OCP) is seeking proposals for an Information Technology Service Management (ITSM) solution to be implemented by the Department of Innovation and Technology (DoIT). The goal is to standardize and unify IT service delivery across various city agencies.

The current legacy system, Cherwell, will reach its end of life in December 2026, necessitating a new solution that can integrate multiple departments and improve IT operations.

Work Details
The selected vendor will provide an ITSM solution that includes the following components:
- Incident Management
- Problem Management
- Knowledge Database
- Change Management
- Asset Management
- Service Request
- Self-service Portal
- Configuration/Inventory Management (CMDB)
- Customization capabilities.

The implementation will occur in phases across departments including DoIT, Payroll, Treasury, Informatics (public safety), and BSEED. Additional services include:
- Case Management Configuration and Support for various departments
- Self-Healing IT Automation Bots
- Endpoint/MDM management
- Patch Management
- Software Inventory and Management
- Configurable Dashboards
- Report generation capabilities
- Implementation of Service Level Agreements
- IT Asset Management
- Asset Discovery for devices on or off the network
- API capabilities for interfacing with customer-facing solutions
- Hardware and software lifecycle management database
- Integration with contact center phone systems
- Training and mentoring for City staff to achieve certification on the new solution. The contract will also cover costs associated with implementation across other departments such as Accounts Payable and Health Department.

Period of Performance
The initial term of the contract will be three (3) years with options for renewal subject to approval by the Detroit City Council.

Place of Performance
The services will be performed within the City of Detroit.