RFP Service Management Platform - 2024

Wayne State University issued a competitive RFP for a university‑wide Service Management Platform (ITSM) to replace its legacy Cherwell system. The solicitation calls for a cloud‑based platform with full ITIL processes, multi‑tenant capabilities, extensive API integration, mobile apps, and a configurable workflow engine, plus comprehensive professional‑services support for implementation, training, and migration of millions of tickets, CMDB data, and three custom object sets. The contract is a five‑year firm‑price agreement (with two optional one‑year renewals), requiring licensing for roughly 200 concurrent users and meeting strict insurance, security (HECVAT), and smoke‑free policy compliance. The award was made to Team Dyamics, with an anticipated service start date of 1 Dec 2024. • Core deliverables: cloud ITSM platform, migration from Cherwell, data import (CMDB, custom objects), and ongoing professional services. • Licensing model: 200‑seat concurrent licensing (or equivalent non‑concurrent model) with firm pricing for years 1‑5. • Evaluation criteria include functional fit, cost (Schedule C), vendor experience, and compliance with insurance and security requirements.