IT Service Management System Replacement Solutions
Overview
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SUMMARY
KEY REQUIREMENTS
TIMELINE
Enquiries or questions of clarification: July 20th, 2026 to July 31st, 2026
Proposal submission deadline: August 14th, 2026
Phase 1 completion: December 5th, 2026
Complete implementation: 2027
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
City Of North Vancouver
DESCRIPTION
The selected vendor will deliver a flexible, scalable, secure, and integrated SaaS-based IT Service Management (ITSM) platform to address current and future IT service management needs. The project includes the provision of software, modules, subscriptions, tools, third-party components, and all related implementation services necessary for a complete ITSM solution.
Responsibilities encompass leading the full implementation lifecycle: planning, confirmation of requirements, system design, configuration, integration, testing, deployment, transition to operations, and ongoing post-Go-Live support. Vendors must develop the technical solution architecture, ensuring security, integration, administration, support, and sustainability of the platform. A comprehensive data migration plan is required, with clear strategies for identifying which data will be migrated, archived, retained, or excluded.
The ITSM platform should offer secure, standards-based integration capabilities, including APIs and other suitable methods. Additionally, vendors will configure reporting and dashboard tools to provide operational visibility, workload management, SLA monitoring, and support management decision-making. Testing activities must cover all functional, configuration, integration, data migration, reporting, and privacy/security requirements, including UAT and defect management. Vendors should prepare for a successful transition by supporting all aspects of deployment, cutover, contingency planning, stabilization, defect resolution, and hypercare.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due August 14, 2026. Questions must be submitted by July 31, 2026.
- Who issued this RFP?
- It was issued by City Of North Vancouver. The work is located in North Vancouver, British Columbia, Canada.
- Who is a good fit for this opportunity?
- Proven experience implementing SaaS IT Service Management (ITSM) solutions for public sector or large organizations
- Expertise in end-to-end ITSM deployments, including data migration, integration, reporting, and post-Go-Live support
- Strong background in secure, standards-based integration and solution architecture
- Ability to deliver comprehensive testing, training, and hypercare services
- Presence or established operations in British Columbia or Canada
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.