NYS ITS Service Automation Project for Service Desk

The New York State Office of Information Technology Services (ITS) is issuing this Request for Information (RFI) to solicit information from the vendor community regarding commercially available Support Hub platforms that provide identity-related self-service functions, with an initial focus on password reset and token management capabilities. The purpose of this RFI is to understand the following: a. Understand the current market landscape and maturity of Support Hub and identity self-service platforms. b. Identify common architectural patterns, deployment models, and security postures. c. Assess how vendors address scalability, integration, security, accessibility, and operational considerations at statewide scale. d. Inform the development of a future Request for Proposals (RFP), including refinement of requirements, evaluation criteria, and procurement strategy. This RFI is issued for information gathering purposes only. Vendors are encouraged to respond regardless of prior client type or sector experience. ITS seeks to understand the range of available solutions and implementation experience in the market. It does not constitute a solicitation, does not commit New York State to issue an RFP, and does not oblige the State to procure any solution or services.