The organization seeks information regarding IT service management (ITSM) platforms designed to serve as the system of record for IT service delivery and support, including incident, problem, request, change, knowledge, service level, and configuration management. The goal is to gather details about ITSM solutions that offer unified workflow management and automation across these core practices.

Vendors are asked to demonstrate how their platforms support modern operational models such as product-centric and DevOps, and how they enable integration with IT operations management, observability, security, and other related toolchains. Additional focus areas include AI-enabled features, multichannel engagement (self-service portals, virtual agents, mobile, chat), non-IT workflow case management, and low-code/no-code extensibility to broaden enterprise service management use cases.

Respondents are requested to provide an anticipated total cost of ownership over at least three years, covering licensing, implementation, integration, and administration, as well as future roadmap items such as AI, asset management, orchestration, and discovery. The information obtained will inform the development of a future competitive solicitation and help identify solution options, implementation timelines, and best practices aimed at improving IT service quality, employee experience, and operational efficiency.