Contra Costa County government is seeking information from vendors about a cloud-based, low-code enterprise services management (ESM) solution that’s “tailored to optimize IT service management, enhance operational efficiency” and improve service delivery across its diverse range of administrative functions.
In a request for information (RFI) published Aug. 22, the county Public Works Department, on behalf of the Department of Information Technology (DoIT), is seeking “competitive information from qualified vendors” for a solution that can accommodate more than 120 daily users and about 6,000 end users.
“The success of our ESM system will be measured by its ability to foster collaboration and transparency among internal divisions and departments, ultimately enhancing business efficiency,” the RFI says. “It will provide clear visibility into IT support activities, ensuring accountability and alignment with our organizational mission.”
The RFI adds: “With a centralized ticketing system, we aim to streamline ticket management and tracking, with the goal of managing 90 percent of all IT support tickets centrally. Additionally, consolidating workflows and databases from multiple systems into a centralized platform will facilitate smoother operations and improved data management, targeting integration with different disparate systems.”
The county is interested in a solution that can support management of IT services and assets along with low-code customization ESM systems to align service delivery for non-IT departments. As detailed in the RFI, proposals should address a host of technical requirements, including security and compliance, cloud and application requirements and interfaces.
General requirements include security settings, dashboards, cost center documentation, training materials and support integration with existing systems (SEIM, Tanium, Active Directory, M365, ID/Intune, CrowdStrike, Qualys, Rapid7, Jamf).
Any solution should also be able to handle incident management, service management, change management, problem management and asset management.
Vendors must submit any questions by 3 p.m. Sept. 5; RFI responses are due by 3 p.m. Sept. 12. Responses must be submitted through the Periscope S2G BidSync website. Vendors with questions should email Des Gebre.
Contra Costa County Seeks Input on Enterprise Service Management Solution
The East Bay county has issued a request for information for a low-code, cloud-based system that can accommodate thousands of users and handle a variety of functions including dashboards and self-service functions.
