RFQ 27-05723 Enterprise Observability Platform

The Commonwealth of Massachusetts, through its Executive Office of Technology Services and Security, seeks a cloud‑based enterprise observability platform together with implementation, training, and support services. The award will cover a 36‑month initial term, with the platform required to monitor virtual infrastructure, Microsoft 365 services, internet endpoints, and identity services, and to provide role‑based dashboards, alerting, and integrations with ServiceNow, Teams, and other tools. Bidders must already hold a seat on the statewide ITS86 contract and must demonstrate capability to expand the solution in future phases covering broader infrastructure, network, application performance, and AIOps. • Required SaaS observability platform (no on‑prem option) with built‑in dashboards, synthetic monitoring, and alerting. • Professional services: discovery, design, implementation, training, and knowledge transfer. • Integration with existing ITSM tools (ServiceNow, Teams, OpsRamp, SolarWinds) and future‑phase scalability. • Mandatory participation in the statewide ITS86 contract; vendors must provide detailed pricing for subscription, services, support, and optional items. • Initial 36‑month contract term, renewable/extendable, with performance‑based SLAs (≥99.9 % uptime) and U.S. data residency.