AB-2025-00173 - Information Technology Service Management Solutions

The purpose of this RFI is to gain an understanding of the types of IT Service Management Solutions available for post-secondary institutions. The solution should include modules for Service Desk, Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalogue, Self-Service Portal, Configuration Management Database (CMDB), SLA Management, and Reporting and Analytics. The current Service and Asset Management tool is nearing its end-of-life, making it essential to maintain a sustainable and high-quality level of service for users. While the preferred solution is a SaaS (Software as a Service) model, on-premise options will also be considered. The outcome of the RFI is to obtain information to support the development of a proposal for a new solution to present to the RDP Executive team, with the expectation that implementing the IT Service Management Solutions would provide efficiencies in IT Services and Asset Management. The information received will assist RDP in defining its requirements. RDP has not yet defined any implementation timelines for the IT Service Management Solutions.