IT Service Management Platform

2026-11-03

. The objective of this RFI is to identify a robust ITSM platform that can serve as the technological foundation for the Service Management Office ( SMO ). The selected solution must address EIS ’ s current operational challenges — such as interface fatigue , data silos , and heavy consultant dependency — while achieving the following strategic objectives : “ One Front Door ” Strategy : Establish a unified portal experience that consolidates disparate service catalogs and provides a consistent , roleaware user experience for both IT and nonIT services . The goal is to make every touchpoint intuitive and consistent , reducing the " overwhelm " currently reported by new users . Scalability & Performance : Demonstrate the ability to operate reliably at enterprise scale , handling high ticket volumes , large user populations , and multidepartment use without degradation in performance or stability . This includes supporting the organization ' s growth into Enterprise Service Management ( ESM ) across Procurement , Facilities , Finance , and others . Government Alignment : Proven experience serving state and other public sector organizations , including a deep understanding of procurement constraints , accessibility standards ( e . g ., WCAG ), records retention , data residency , and relevant compliance or security frameworks ( e . g ., GovRAMP , FedRAMP , NIST ). Resource Availability & Ease of Administration : Ensure ease of administration by prioritizing configuration over customization and leveraging lowcode / nocode capabilities where appropriate . The solution must demonstrate high availability of skilled implementation and support resources — either directly from the vendor or via a partner ecosystem — to reduce the organization ' s current heavy reliance on specialized external consultants . Standardization of Core Practices : Standardize and optimize IT service management practices by providing best - practice workflows for Incident , Request , Change , Problem , and Knowledge Management , effectively moving the organization from reactive " break / fix " support to a mature , value - driven service model . Data Integrity & Reporting : Strengthen data integrity and reporting consistency by breaking down existing data silos . The platform must serve as a single source of truth for assets ( 25 , 000 + CIs ) and service metrics , enabling accurate , cross - team reporting and governance .

Oregon

2026-04-08