Description
The Alaska Aerospace Corporation is seeking a comprehensive, cloud-based Information Technology Service Management (ITSM) software solution to support its growing operational and compliance needs. The proposed solution should include help desk and service desk management, remote monitoring and management, asset inventory and configuration management, reporting and compliance management, and security requirements. The contractor will provide implementation services, ongoing support, and maintenance for the duration of the contract. The contract term is expected to be three years with two one-year options.
Key features and requirements of the proposed solution include:
• Incident management
• Service request management
• Problem management
• Change management
• Knowledge management
• Ticket routing and escalation workflows
• Service Level Agreement (SLA) tracking and reporting
• Self-service user portal
• Email-to-ticket and web-based ticket submission
• Automated notifications and communications
• Mobile accessibility for technicians and end users
• Remote monitoring and management capabilities
• Asset discovery and inventory management
• Configuration management database (CMDB)
• Reporting and compliance capabilities
• Security controls, including multi-factor authentication, role-based access control, and encryption
• FedRAMP authorization
The contractor must provide a detailed implementation plan, agent deployment, help desk configuration, asset inventory report, training, and compliance report template. The contractor must also provide ongoing monthly status reports and support and maintenance services throughout the contract period.