NYS ITS Service Automation Project for Service Desk

Background
The New York State Office of Information Technology Services (ITS) is issuing this Request for Information (RFI) to gather insights from vendors regarding commercially available Support Hub platforms that provide identity-related self-service functions, particularly focusing on password reset and token management capabilities.

The goal is to understand the current market landscape, identify common architectural patterns, assess vendor solutions for scalability and security, and inform the development of a future Request for Proposals (RFP). This initiative aims to address operational inefficiencies in the current decentralized support model affecting over 300,000 State employees and millions of residents.

Work Details
Vendors are requested to provide detailed information about their platforms across several areas:
1. **Platform Overview**: Core purpose, target use cases, functional capabilities relevant to identity-related self-service, customer profiles, and support for extensibility.
2. **Functional Capabilities**: Centralized support portal design, password reset workflows including identity verification methods and integration with identity directories, token management workflows including request and provisioning processes.
3. **Reporting and Analytics**: Metrics on usage trends and workflow success rates.
4. **Deployment Models**: Supported models such as SaaS or self-hosted deployments with descriptions of architecture and responsibilities.
5. **Security and Compliance**: Security architecture details, compliance frameworks applicable to the platform, vulnerability management practices, data protection measures including data residency options.
6. **Operations and Support**: Typical operational models including support tiers and incident response processes.
7. **Implementation Experience**: Insights from previous implementations in similar environments.

Period of Performance
This RFI is issued for information gathering purposes only; there is no specified period of performance as it does not constitute a solicitation or commitment to procure services.

Place of Performance
The geographic location for potential implementation is New York State, serving various state agencies.

Bidder Requirements
Vendors are encouraged to respond regardless of prior client type or sector experience; there are no specific set-aside certifications or local requirements stated in this RFI.