Contra Costa County government is seeking vendor input on a low-code, cloud-based Enterprise Services Management (ESM) solution that is “tailored to streamline IT service management, increase operational efficiency,” and improve service delivery across its diverse administrative functions.
In a request for information (RFI) published on August 22, the county’s building department, on behalf of the Department of Information Technology (DoIT), is seeking “competitive information from qualified vendors” for a solution that can serve 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 across internal departments and functions, ultimately increasing business efficiency,” the RFI states. “It will provide clear visibility into IT support activities, ensuring accountability and alignment with our corporate mission.”
The RFI continues: “With a centralized ticketing system, we aim to streamline ticket management and tracking and centrally manage 90 percent of all IT support tickets. In addition, consolidating workflows and databases from multiple systems onto a central platform will enable smoother operations and improved data management, with a focus on integrating various, disparate systems.”
The county is interested in a solution that supports low-code IT service and resource management and ESM systems to customize service delivery for non-IT departments. As detailed in the RFI, proposals should address a range of technical requirements, including security and compliance, cloud and application requirements, and interfaces.
Common requirements include security settings, dashboards, cost center documentation, training materials, and support for 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 questions by September 5 at 3:00 p.m.; responses to the RFI must be submitted by September 12 at 3:00 p.m. Responses must be submitted via the Periscope S2G BidSync website. Vendors with questions should email Des Gebre.
