Enterprise Service Management System (ESMS)

Agency:	Los Angeles County
State:	California
Type of Government:	State & Local
NAICS Category:	541511 - Custom Computer Programming Services 541512 - Computer Systems Design Services 541519 - Other Computer Related Services 541611 - Administrative Management and General Management Consulting Services
Posted Date:	May 9, 2025
Due Date:	Jun 24, 2025
Solicitation No:	ITS-I10607-S
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Solicitation Number:	ITS-I10607-S
Title:	Enterprise Service Management System (ESMS)
Department:	Internal Services Department
Bid Type:	Service	Bid Amount:	N/A
Commodity:	CONSULTING SERVICES - COMPUTER SOFTWARE
Description:	Please take notice that the Los Angeles County Internal Services Department (ISD) is issuing a Request for Proposals (RFP) to solicit Proposals for a Contract with an organization to that can provide single platform Software as a Service (SaaS) Enterprise Services Management System (ESMS) solution that is cloud-based, web enabled, and mobile friendly to automate business processes across the enterprise. The goal of this RFP and ISD’s ESMS is to provide: • Centralized service management with a unified platform to manage all service requests, incidents, and changes, eliminating the need for disparate systems. • Consistency in processes with standardized workflows for management, service requests, and change management. • Improved metrics with real-time tracking and reporting of performance metrics and data-driven insights to monitor service delivery and identify areas for improvement. • Enhanced customer experience with a self-service portal for customers to submit and track service requests easily and better allocation and utilization of resources based on service demand and historical trends. • Scalability and flexibility with the ability to adapt and scale to meet the needs of all 38 departments and commissions within the County. • Enhanced customer experience with a self-service portal for customers to submit and track service requests easily and better allocation and utilization of resources based on service demand and historical trends. Interested and qualified Proposers that meet the minimum mandatory requirements (refer to Section 4.0 (Minimum Mandatory Requirements) of the RFP) and that can demonstrate their ability to successfully provide a single platform Software as a Service (SaaS) ESMS solution are invited to submit Proposal(s). A Mandatory Proposers' Teleconference will take place on Wednesday, May 28, 2025, at 10 a.m. Refer to Section1.0 (Solicitation Information and Minimum Mandatory Requirements) and 8.3 (Mandatory Proposers' Teleconference) of the RFP for details. Please take notice that the Los Angeles County Internal Services Department (ISD) is issuing a Request for Proposals (RFP) to solicit Proposals for a Contract with an organization to that can provide single platform Software as a Service (SaaS) Enterprise Services Management System (ESMS) solution that is cloud-based, web enabled, and mobile friendly to automate business processes across the enterprise. The goal of this RFP and ISD’s ESMS is to provide: • Centralized service management with a unified platform to manage all service requests, incidents, and changes, eliminating the need for disparate systems. • Consistency in processes with standardized workflows for management, service requests, and change management. • Improved metrics with real-time tracking and reporting of performance metrics and data-driven insights to monitor service delivery and identify areas for improvement. • Enhanced customer experience with a self-service portal for customers to submit and track service requests easily and better allocation and utilization of resources based on service demand and historical trends. • Scalability and flexibility with the ability to adapt and scale to meet the needs of all 38 departments and commissions within the County. • Enhanced customer experience with a self-service portal for customers to submit and track service requests easily and better allocation and utilization of resources based on service demand and historical trends. Interested and qualified Proposers that meet the minimum mandatory requirements (refer to Section 4.0 (Minimum Mandatory Requirements) of the RFP) and that can demonstrate their ability to successfully provide a single platform Software as a Service (SaaS) ESMS solution are invited to submit Proposal(s). A Mandatory Proposers' Teleconference will take place on Wednesday, May 28, 2025, at 10 a.m. Refer to Section1.0 (Solicitation Information and Minimum Mandatory Requirements) and 8.3 (Mandatory Proposers' Teleconference) of the RFP for details.
Open Day:	5/8/2025	Close Date:	6/24/2025 3:00:00 PM
Contact Name:	Krystina Ido	Contact Phone:	(562) 359-2604
Contact Email:	kido@isd.lacounty.gov
Last Changed On:	5/8/2025 2:26:08 PM

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