RFP Service Management Platform - 2024

Wayne State University issued an RFP for a cloud‑based Service Management Platform to replace its on‑premises Cherwell system. The university seeks a mature ITSM/ESM solution with incident, request, change, knowledge, asset, CMDB, API, mobile, and integration capabilities, plus professional services for implementation, data migration, training, and a sandbox trial. The contract is a five‑year firm‑fixed‑price agreement beginning Dec 1 2024, with two optional one‑year extensions. The award went to Team Dyamics. Key points: • Required platform features: ITSM modules, enterprise service management, low‑code workflow, robust API, SSO, mobile app, reporting, and integration with Microsoft 365, SQL Server, SCCM, etc. • Professional services include full implementation, migration from Cherwell, custom object migration, training, and a 3‑week sandbox. • Mandatory insurance, M/W/DBE reporting, and compliance with university policies. • Bidding closed July 12 2024; evaluation began mid‑July; award expected early October.