Description
The Oregon Employment Department, via DAS‑SPS, is seeking a vendor to deliver an Enterprise Service Management (ESM) system to replace its existing BMC FootPrints environments. The solution must provide fully configured incident, service request, problem, change enablement, asset, and knowledge‑base capabilities, integrate with existing OED systems through APIs, and be branded to OED standards. The contract includes implementation planning, configuration, training for administrators and end‑users, organizational change‑management documentation, reporting/dashboard development, and a 90‑day post‑go‑live support period, followed by a five‑year term with renewal options. All support and staffing must be U.S.–based, and the vendor must meet Oregon’s security, WCAG 2.1 AA, and other statutory requirements.
• Core ESM functions: Incident, Service Request, Problem, Change, Asset, Knowledge Base, API integration.
• Deliverables: Implementation plan, system configuration, user/administrator training, OCM materials, reporting dashboards, 90‑day stabilization support.
• Mandatory compliance: Statewide Security Standards, WCAG 2.1 AA, U.S.‑based support staff, no offshore exceptions.