AB-2024-09786 - RFP CBE Service Management Platform

The Calgary Board of Education invests in Service Transformation in order to support continued improvements in the delivery of services and supports to schools and Service Units within the organization. One of the ways Service Transformation does this is through the development of an Enterprise Service Desk in the CBE. Currently, the CBE Service Desk delivers services on behalf of Service Owners in Finance and Technology with discovery and assessment underway with future lines of business. The Service Desk uses a service brokering model in order to design effective service delivery in collaboration with service owners. Currently, there are roughly 50 defined service requests along with incident, change and other service request delivery through front line analysts. The CBE is soliciting responses to this Request for Proposal (RFP) for an Enterprise Service Management and Asset Management solution that is delivered under a Software-as-a-Service (SaaS), hosted, or On-Premises model. Software as a service is preferred. The CBE Enterprise Service Desk is a part of our Service Transformation work to improve service delivery by increasing efficiency and effectiveness through the use of technology and process improvements.