IT Service Management (ITSM) Platform

Delaware State University is seeking proposals for an IT Service Management (ITSM) Platform to modernize its IT operations, improve service delivery, and align IT services with business objectives. The selected vendor will provide a scalable, ITIL-aligned platform with out-of-the-box ITIL processes, self-service and automation capabilities, and integration with existing systems. The contract will be for a term of three years with an option to renew for two one-year extensions. Key responsibilities include licensing and provisioning of the ITSM platform, configuration of core and optional modules, integration with existing tools and systems, data migration from legacy platforms, user training and change management, and post-implementation support and optimization. • The platform must have core ITSM modules such as incident management, problem management, change management, and request fulfillment • The platform must have a self-service portal with a branded portal, virtual agent, mobile-friendly interface, and multilingual support • The platform must have automation and workflow capabilities, including flow designer, AI Ops, predictive intelligence, and visual workflow builder • The platform must have reporting and analytics capabilities, including performance analytics, real-time dashboards, KPI tracking, and custom reports • The platform must have integration capabilities with systems such as AD/LDAP, SSO, ERP, and Microsoft O365