Information Technology Service Management Solution

The Florida Department of Law Enforcement (FDLE) is seeking proposals from qualified vendors for a secure, scalable, and modular Software-as-a-Service (SaaS) Information Technology Service Management (ITSM) solution to replace its existing on-premise platform. The proposed solution must be a commercially available, vendor-hosted SaaS product that is fully implemented and successfully deployed in comparable enterprise or government environments.

FDLE intends to implement the solution through a phased approach that prioritizes continuity of operations, structured integration, and measurable performance improvements. The selected solution will support FDLE’s internal and external IT service operations, enable automation and process efficiency, and meet all applicable security, accessibility, and compliance requirements, including those outlined in the FBI Criminal Justice Information Services (CJIS) Security Policy, the Florida Administrative Code (F.A.C.) (Rule 60GG et al.), and the National Institute of Standards and Technology (NIST).