Ticketing Software Management Service

A government entity in Alabama is seeking a qualified vendor to provide a comprehensive, cloud-based ticketing software management service that supports both IT Service Management (ITSM) and Field Service Management (FSM) functions.

The desired solution should include robust modules for incident management—featuring automated ticket creation, categorization, prioritization, and routing with SLA tracking and escalation workflows. Problem management capabilities are required, including root cause analysis, a known error database, and proactive problem resolution workflows. Change management features should provide risk-based approval workflows, scheduling, blackout windows, and a comprehensive change calendar with audit trails. Additionally, the system must support request management with a dynamic service catalog, approval workflows, and fulfillment tracking.

Work order management functionalities should allow for automated creation and assignment of work orders based on service requests or asset conditions. Dispatch and scheduling tools must intelligently assign technicians according to location, availability, skillset, and priority. Mobile access is essential, enabling field technicians to receive assignments, update status, capture customer signatures, and access knowledge articles onsite. The system must also provide real-time tracking of assets, parts, and tools used in field operations, as well as robust RESTful APIs for integration with enterprise systems like HR, ERP, CRM, and monitoring tools.

The scope of the project includes planning, configuration, data migration, testing, and go-live support. Interested vendors are advised to submit all questions by November 21, 2025.