RFQ for SaaS ITSM Platform

The Oregon Department of Transportation (ODOT) is soliciting quotes for a Software as a Service (SaaS) Information Technology Service Management (ITSM) platform to replace its legacy BMC Remedy 8.1.02 system. The project encompasses the full lifecycle of implementation, including configuration, licensing, training, and the migration of historical data, such as approximately 500,000 incidents. The solution must support 250 technicians and 5,000 end users, with a target implementation date within six months of the Notice to Proceed. The contract structure includes an initial term extending to two years after final acceptance, with options to renew and a request for five years of maintenance and operations support pricing. Award will be based on the most advantageous offer, evaluating platform features, ongoing costs, and the ability to meet the agency's timeline. Technical requirements include compliance with NIST SP 800-53 Moderate security controls, adherence to Oregon Statewide IT Control Standards, and the potential provision of GovRAMP certification. Key deliverables involve a series of requirements workshops, a system requirements document, user acceptance testing, and a production cutover. Proposers must submit a mandatory certification sheet covering tax compliance, non-discrimination, and conflict of interest disclosures via the OregonBuys portal. Final acceptance is contingent upon 30 days of continuous daily operation without high- or medium-severity defects and the successful migration of 100 percent of agreed-upon historical data.