IT Service Management (ITSM) & Customer Relationship Management (CRM) Services

The Region 18 Education Service Center (Region 18 ESC) is seeking a vendor to provide IT Service Management (ITSM) and Customer Relationship Management (CRM) services. The selected vendor will be responsible for providing a unified solution that integrates ITSM and CRM services to support Region 18 ESC students and educators. The solution should include features such as service desk, technical management, applications management, and IT operations. The vendor will also be required to provide system administration training for IT support staff and establish a maintenance and technical support program for the ITSM & CRM suite. • The contract will be for a base term of three years, paid annually. • The vendor must have at least five years of experience in providing ITSM software and professional services. • The vendor must have a Risk and Authorization Management Program certification (TX-RAMP, FedRAMP, or StateRAMP). • The vendor will be evaluated based on their general approach, detailed approach, experience, qualifications, and ability to mobilize and complete the contract.