The vendor required to provide information technology services management solution for include:
- Incident management
• Incident management process based on a minimum information technology information library (ITIL) v4 framework; and
• Identifying, logging, categorizing, prioritizing, and performing initial diagnosis on incidents reported
- IT asset management
• The ability for CTU to document and implement an asset management practice based on ITIL v4 framework and integrate that process with CTU processes;
• Provide the ability to bulk import similar assets from external sources, such as:
• Csv
• Database
• Spreadsheet
• Customizable to different assets, these can include, but not are not limited to:
• Software
• Hardware
• Computers
• Servers
• Video conferencing endpoints
• Licenses
• Subscriptions
- Service configuration management
• The ability for CTU to document and implement a configuration management process based on OOTB fields and processes (when possible) and integrate that process with CTU processes; and
• Identification, planning, change control, change management, release management and maintenance of all configuration items.
- Change enablement
• The ability for CTU to document and implement a change enablement practice based on ITIL v4 framework and integrate that process with CTU processes;
• Managing or otherwise participating in change advisory board activities to categorize, assess, classify, review, and approve changes as appropriate; and
• Logging, recording, and reporting on the status and progress of all changes.
- Approval management
• For CTU admins to assign approvers to work groups;
• To send emails to approvers notifying of a pending approval;
• To assign delegate approvers and have delegate approvers approve in case of absence of approver; and
• To send reminder emails to approvers as appropriate.
- Problem management
• The ability for CTU to document and implement a problem management process based on ITIL v4 framework and integrate that process with CTU processes;
• Identifying, logging, categorizing, and prioritizing problems; and
• Performing root-cause analysis and removing the root-cause of identified problems.
- Measurement and reporting
• To implement a report management process based on ITIL v4 framework and integrate that process with court technology unit (CTU) processes;
• Create and review reports;
• Providing periodic reports to assess performance and address improvements to including but not limited to:
• Problem management
• Approval management
• Change enablement
• Configuration management
• IT asset management
• Incident management
• To easily access and utilize reporting analytics and concrete metrics to confirm effectiveness and improved user experience;
• To efficiently and effectively integrate reporting tools, knowledge base functionality and analytics; and
• To export data in a variety of formats i.e. .pdf, .xlsx.
- Service level management
• Allow for creation of service requirements;
• Allow for monitoring of service requirements; and
• Allow for standard or user modified report to be generated on a periodic basis to compare to service level targets.
- Role based access management
• Be accessible from multiple domain networks;
• Be accessible from a mobile device on a cellular network;
• Have security assertion markup language (SAML) authentication;
• Have active directory or lightweight directory access protocol (LDAP) integration for user accounts and groups;
• Assign or restrict access based off group membership; and
• Provide periodic reports to audit user access.
- Budget: $20,000 – $60,000
- Contract Period/Term: 3 years
- Individual Proponent Conferences Date: February 3-4, 2026
- Questions/Inquires Deadline: February 5, 2026
