Information Technology Service Management Solution
Overview
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
Release of RFP: June 23rd, 2026
Contract Expiration: December 9th, 2028
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
The Regional Municipality Of York
DESCRIPTION
A Canadian regional authority in Ontario is seeking a fully implemented Information Technology Service Management (ITSM) Solution to replace its existing systems. The solution must be supported by a large and mature partner ecosystem capable of fulfilling both implementation and long-term support requirements, including progress with enhancements and future roadmap alignment.
Key technical requirements include automated environment management without manual migrations, secure standards-based integration with enterprise systems (such as identity, communications, endpoint management, CRM, and Microsoft 365 services), and native approval delegation features for user-managed delegations. The platform must deliver robust logical domain separation, enabling independent business unit operations with centralized governance, and must provide comprehensive native reporting, interactive dashboards, and analytics.
Additionally, the ITSM solution should utilize a unified enterprise data model with a shared object framework to allow multiple domains (ITSM, HR, security operations, facilities management) to reference and update shared records without the necessity for synchronization between separate modules. Enterprise-grade disaster recovery and business continuity measures, including data protection and recoverability, are also essential requirements.
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Frequently asked questions
- When is the submission deadline?
- This RFP closed on July 21, 2026 and is no longer accepting submissions.
- Who issued this RFP?
- It was issued by The Regional Municipality Of York. The work is located in Newmarket, Ontario, Canada.
- Who is a good fit for this opportunity?
- Enterprise ITSM platform provider with experience in large-scale public sector implementations
- Strong Canadian presence and a mature partner ecosystem
- Expertise in secure enterprise integrations, domain separation, and unified data models
- Proven track record in delivering robust disaster recovery and business continuity solutions
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.