IT Service Management (ITSM) revitalization and cloud migration initiative delivery support

The Department of Employment and Social Development is seeking to modernize its IT Service Management (ITSM) framework through a structured, phased initiative aimed at transitioning from legacy systems to a cloud-based SaaS platform, with evaluation of alternatives such as ServiceNow or GLPI as potential replacements for BMC. Central to this effort is the establishment of a trusted Configuration Management Database (CMDB), underpinned by formalized ETL processes and enhanced discovery capabilities covering both SSC data centers and public cloud environments. The program will implement and mature core ITIL practices aligned with departmental governance priorities, while retiring outdated ITSM tools and decoupling critical notifications and escalations from the legacy WebDirect system. Integration with enterprise services, particularly SSC Onyx and other business intelligence and reporting platforms, is required to ensure seamless data flow and operational visibility. Additionally, the initiative is designed to build a foundational structure enabling the safe, governed use of analytics and AI technologies within the ITSM ecosystem. This engagement is restricted to holders of the TBIPS Supply Arrangement EN578-170432 who have qualified under Tier 1 in the National Capital Region and possess the specified professional roles: Application/Software Architect, Programmer/Analyst, Business Analyst, Business System Analyst, Change Management Consultant, and Project Manager—all at Level 3. Security requirements mandate Protected B Reliability clearance, though bidders are not required to hold it at submission; ESDC will provide a secure virtual desktop environment called Save-D. The project will commence on August 3, 2026, with an initial two-year performance period and the option for two additional one-year extensions, for a total potential duration of four years. The estimated effort across the full term is 500 days. The solicitation, issued under number 100032250, is limited to qualified supply arrangement holders and will be awarded through a targeted process, with up to two contracts anticipated. All communications, including inquiries and debriefing requests, must be directed to the Contracting Authority, Stefany Lauzon, at the specified email address, and bidders may submit proposals in either official language. Debriefings are available within fifteen working days of award notification and may be conducted in writing, by phone, or in person.