Cloud-Based IT Management and Enterprise Management Assessment, Roadmap and Platform Implementation Solution

The Province of Ontario is seeking a qualified vendor to deliver a comprehensive cloud-based IT management and enterprise management assessment, along with an implementation solution. The scope includes the provision of both professional consulting services and a technology platform that supports IT Service Management (ITSM) and Enterprise Service Management (ESM), in alignment with ITIL v4 processes and enterprise workflows.

The selected vendor will be responsible for supplying a cloud-based ITSM/ESM platform encompassing incident, request, problem, and change management capabilities, as well as knowledge management, a self-service portal, service catalogue, and workflow automation. The project requirements also include designing future-state processes and workflows, developing a knowledge management framework, and producing a documented service management framework and governance model. Additionally, the vendor will develop a multi-year adoption roadmap with milestones for IT and enterprise implementation, provide a change management plan, recommend training programs, and document the existing ITSM tools, supporting technologies, and integration points.

The vendor will further evaluate reporting, automation, and scalability needs to support broader ESM adoption and assess organizational design, governance structures, and stakeholder preparedness for change. Guidance on cultural and organizational change management to support enterprise-wide adoption of service management practices is also expected. All vendor inquiries related to the project must be submitted by February 13, 2026.