The City of Cleveland, Ohio, is seeking a cloud-based IT Service Management (ITSM) system with integrated asset management capabilities. The solution must be scalable, secure, and user-friendly, providing a platform to manage service requests, incidents, and IT assets. Key features required include hosting within the contiguous United States, integration with Microsoft Entra ID and on-premises Active Directory, ticketing functionality, asset management, and data security. The vendor must provide comprehensive configuration training and comply with all applicable federal, state, and local regulations. The proposal should include a detailed quote, implementation timeline, technical specifications, training plan, and support and maintenance description. Some of the key points to consider are: • The solution must support 100-150 resources to manage tickets for a population of 8,500 users. • The vendor must provide references from at least three similar-sized organizations. • The proposal should include a description of any other costs the City might expect to pay. • The City reserves the right to reject any or all proposals and to waive minor irregularities. • The evaluation process will consist of four phases, including a compliance review, review by a committee, oral presentations, and evaluation of fee proposals.