Cloud-Based Information Technology Service Management Solution

Issue Date of RFP: March 23rd, 2026

Deadline for Questions: March 30th, 2026

Deadline for Issuing Addenda: April 2nd, 2026

Submission Deadline: April 17th, 2026

Rectification Period: 3 days

Anticipated Ranking of Proponents: April 29th, 2026

System Demonstrations: May 5th, 2026 and/or May 6th, 2026

Contract Negotiation Period: 13 calendar days

Anticipated Execution of Agreement: May 29th, 2026

Phase 1 Deliverables (Incident Management, Service Request Management, Change Request Management, Reporting & Dashboarding) go-live target: July 6th, 2026

A Canadian organization in New Brunswick is seeking a vendor to provide a cloud-based Information Technology Service Management (ITSM) platform along with all required professional services to implement Phase 1 of the solution. The selected provider will handle platform licensing, set up both production and non-production environments, and execute all implementation tasks, including configuration, integration, data migration (when required), documentation, training, and knowledge transfer.

The solution must offer low-code dashboard creation, robust tracking of job assignments between groups, a mobile application for both technicians and end users, and any generative AI functionality must be fully disable-able. Technical requirements include rapid web page response times (2 seconds or less for staff users), role-based access control grounded in least privilege principles, comprehensive data encryption at rest, and certificate-based server authentication. The platform should provide extensive ticket management, including customizable categories, automated and rules-based assignment, parent/child ticket tracking, SLA controls, workflow-based routing, and in-depth reporting and dashboard capabilities across various time intervals. Security and access controls for data, reports, and workflows must be strictly enforced to meet organizational needs.