(1) Vendor needs to provide information technology service management (ITSM) software. – A software platform that will support the implementation and continuous improvement of its ITSM processes. – Integration with configuration management database (CMDB) to link incidents with relevant configuration items (CIs). – System must enable the Port to aggregate incidents with similar causes for more efficient management. – Once deployed, assets should communicate changes in that device’s status or configuration to the ITSM system. – System must support customizable forms, fields, notifications, and workflow for establishment of a change management process. – Intelligent routing of tickets to appropriate support teams or individuals based on historical data, expertise, and ticket content. – AI algorithms to automatically classify and categorize incoming incidents and service requests based on content. – Use AI to analyze historical data and predict future trends in incidents, requests, and system performance. – Tools for assessing the impact and risk associated with proposed changes, including dependencies on other configuration items – Integration with active directory, SCCM (for software delivery), and other resources. – Microsoft system center configuration manager (SCCM). – Impact analysis for assessing the impact of incidents on CIs and services. – Support for role–based ticket routing is required. – Real–time dashboards for monitoring incident metrics and KPIs. (2) All the questions must be submitted no later than December 15, 2025.