IT Service Management System Replacement Service
Overview
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SUMMARY
KEY REQUIREMENTS
TIMELINE
Written Question Deadline: July 8th, 2026
Addenda Published: July 17th, 2026
Proposal Due Date: July 29th, 2026
Tentative Interviews: Week of August 17th, 2026
Selection/Negotiations: August/September 2026
Expected City Council Authorizations: September/October 2026
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
City Of Ann Arbor
DESCRIPTION
The City seeks to obtain and implement an Information Technology Service Management (ITSM) solution, along with related professional services, to replace its current system. The new solution must deliver a modern, intuitive user experience, support scalable service management processes, and facilitate the application of IT service management best practices, including ITIL-aligned capabilities suitable for the organization's size and complexity.
Key objectives are to enhance IT service delivery efficiency, improve visibility into IT service performance through comprehensive reporting and analytics, and offer a significantly better customer experience for employees requesting IT services. The system should also provide improved asset tracking and management throughout their lifecycle, enable data-driven decision-making, and reduce the administrative complexity of platform maintenance and configuration. It is essential that IT staff can easily configure workflows, notifications, and service catalog items independently.
From a user functionality standpoint, the ITSM platform should include an intuitive self-service portal, enable users to monitor status updates, communicate with IT staff, attach documentation, and access a knowledge base for common solutions. IT staff should be able to manage incidents, requests, and history efficiently. The system must provide robust reporting, customizable notifications, role-based access control, audit trails, and email integration. Required functional modules include Incident Management, Configuration Management, Asset Management, Knowledge Management, Change Management, Reporting and Analytics, and Automation/AI capabilities.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due July 29, 2026. Questions must be submitted by July 8, 2026.
- Who issued this RFP?
- It was issued by City Of Ann Arbor. The work is located in Ann Arbor, Michigan, United States.
- Who is a good fit for this opportunity?
- Proven experience delivering and implementing ITSM solutions for municipal or public sector organizations
- Expertise in ITIL best practices and scalable service management systems
- Ability to provide both software and professional services for system configuration and deployment
- Strong background in workflow automation, analytics, and user experience design
- References from similar ITSM replacement projects
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.