Service Management Tool
The purpose of this RFI is to gather company and product information from vendors of large scale service management solutions. Information being sought includes product functionality, administration configurability, hardware specifications and features including ease of use, maintenance and future enhancements.
The Department of Information Technology (DOIT) seeks information from vendors concerning capabilities available for an enterprise solution to track IT Service Management. This service management solution must follow the ITIL Framework of best practices for supporting IT processes to support our services to agencies. This solution must be flexible to meet the needs of each agency's unique processes. This solution must also be easily administered and workflows configured with a small number of resources.
STATEMENT OF PURPOSE
The purpose of this RFI is to gather company and product information from vendors of large scale service management solutions. Information being sought includes product functionality, administration configurability, hardware specifications and features including ease of use, maintenance and future enhancements.
The State of Connecticut Executive Branch provides IT support to their respective agencies, as well as, municipalities, K-12 schools, Higher Education, hospitals and private facilities. These agencies currently use a variety of Help Desk tools to track incidents, requests for service, problems and changes. Most tools were purchased off the shelf. Some agencies have developed tools in-house and others do not track at all.
The Enterprise Systems Management (ESM) Domain defines the operational aspects of IT services delivery and identifies accepted State-wide policies, practices, standards, and processes for administering, monitoring, and controlling hardware and software components of the infrastructure.
The Enterprise Systems Management domain is looking to standardize on a single solution for providing IT Service Management within the Executive Branch of the State of Connecticut. Each agency has their own processes and requirements for supporting their business. Agencies vary in maturity with established ITIL processes.
