Description
The City of Ann Arbor is seeking a vendor to replace its legacy IT Service Management (ITSM) platform with a modern, scalable solution that supports incident, request, asset, configuration, knowledge, and change management, plus reporting, automation, and integration with Microsoft Entra ID, SCCM, and Intune. The effort includes system design, configuration, data migration of ~2,380 hardware assets and ~700 configuration items, user training, documentation, and transition to City‑owned support. Proposals must be submitted in sealed envelopes by July 29 2026, with a separate sealed fee envelope; the City will evaluate qualifications, past performance, work plan, and cost.
• Core functional modules required: Incident, Service Request, Knowledge, Change, Problem, Asset, CMDB, and self‑service portal.
• Mandatory integrations: Microsoft Entra ID (Hybrid AD), SCCM, Intune; optional integrations may be proposed.
• Licensing model: Preferred annual SaaS subscription; pricing must separate software subscription from professional services.
• Deliverables: Detailed work plan, data migration plan, configuration, training materials, documentation, and optional post‑go‑live support.
• Evaluation weighting: 20 pts qualifications, 30 pts past projects, 30 pts work plan, 20 pts fee.