IT Service Management and Customer Relationship Management Services
Overview
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
Issue Date: July 6th, 2026
Questions Deadline: July 31st, 2026
Due Date: August 5th, 2026
Proposed Award Date: August 24th, 2026
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
Region 18 Education Service Center
DESCRIPTION
A government authority in Midland, Texas is seeking a vendor to provide IT service management (ITSM) and customer relationship management (CRM) services. The engagement focuses on delivering reliable end-to-end IT services using established best-practice frameworks, with the necessary processes, personnel, tools, and technology to support agency operations.
The selected vendor will procure, implement, and configure a solution based on an ITSM framework supporting core service management functions such as the service desk, technical management, applications management, and IT operations. Required capabilities include incident management, problem management, change management, release management, project management, software license management, contract management, approval workflows, business management, business hours configuration, portal customization, MSP mode, and on-call management.
The vendor will also assist with defining and producing automated customer notifications and post-ticket closure surveys, conducting workflow analysis, and configuring processes and modules to align the tool with business requirements. Additional responsibilities include providing user and technical documentation, such as user guides, manuals, implementation specifications, data dictionaries, and process flow diagrams, as well as developing automated reports for incident management and service management key performance indicators.
The contract term is one year. Questions are due by July 31, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due August 5, 2026. Questions must be submitted by July 31, 2026.
- Who issued this RFP?
- It was issued by Region 18 Education Service Center. The work is located in Midland, Texas, United States.
- Who is a good fit for this opportunity?
- ITSM and CRM implementation firm with public sector experience
- Vendor experienced in service desk and IT operations platform configuration
- Company with expertise in ITIL-aligned service management processes
- Provider capable of workflow analysis, module customization, and reporting automation
- Team able to deliver user documentation, technical documentation, and training materials
- Firm with experience supporting incident, problem, change, and release management functions
- Vendor with regional or remote delivery capability for clients in Texas
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.