IT Service Management System

Agency:	State Government of North Carolina
State:	North Carolina
Type of Government:	State & Local
NAICS Category:	541611 - Administrative Management and General Management Consulting Services
Posted Date:	Jan 27, 2026
Due Date:	Feb 12, 2026
Solicitation No:	251-26-246
Original Source:	Please Login to View Page
Contact information:	Please Login to View Page
Bid Documents:	Please Login to View Page

Solicitation Number:	251-26-246
Project Title:	IT Service Management System
Description:	The Wake County Public School System WCPSS) is seeking proposals from qualified and experienced vendors that have demonstrated success in the implementation of integrated, automated IT Service Management (ITSM) solutions. WCPSS desires a proven solution that can provide an enterprise-wide ITSM platform to serve as the primary technology service management for all Pre-K-12 schools and district level departments within WCPSS.
Opening Date:	2/12/2026 2:00 PM
Posted Date:	1/28/2026
Status:	Open
Department:	WAKE COUNTY BD OF EDUCATION


Solicitation Number * 251-26-246	Department WAKE COUNTY BD OF EDUCATION	Status Reason Open
Opening Date 2026-02-12T14:00:00.0000000	Posted Date * 2026-01-27T19:58:27.0000000Z	Commodity Code Cloud-based software as a service
Mandatory Conference/Site Visit — —	Special Instructions —	Solicitation Type * Select RFP IFB RFI
Owner Marcella Calvert
Description The Wake County Public School System WCPSS) is seeking proposals from qualified and experienced vendors that have demonstrated success in the implementation of integrated, automated IT Service Management (ITSM) solutions. WCPSS desires a proven solution that can provide an enterprise-wide ITSM platform to serve as the primary technology service management for all Pre-K-12 schools and district level departments within WCPSS.

Attachments RFP #251-26-246_IT ServiceManagementSolution_FINAL (mc).pdf (711.90 KB)

Attachment Preview

RFP #251-26-246

Memorandum from Purchasing Department

Letter of Instruction for RFP #251-26-246

To: Prospective Parties

Thank you for your interest in the Wake County Public School System. Please review the

following instructions prior to submitting your proposal.

● Prior to submitting and executing the proposal, please make sure you read and understand

the terms and conditions referenced. All proposals are subject to the terms and conditions

outlined herein. All responses will be controlled by such terms and conditions and the

submission of other terms and conditions, price lists, catalogs, and/or other documents as

part of an offeror’s response will be waived and have no effect either on this Request For

Proposals or on any contract that may be awarded resulting from this solicitation. The

attachment of any other terms and conditions by the Offeror may be grounds for rejection of

that proposal. Offeror specifically agrees to the conditions set forth in the above paragraph by

signature to the proposal.

● Please read carefully the section titled CONFIDENTIALITY AND PROHIBITED

COMMUNICATIONS DURING THE RFP PROCESS. All questions should be directed to

bids-mcalvert@wcpss.net.

● Offerors are cautioned that this is a request for offers, not a request to contract, and WCPSS

reserves the unqualified right to reject any and all offers when such rejection is deemed to be

in the best interest of WCPSS.

● In submitting a proposal, the Offeror agrees not to use the results there from as part of any

news release or commercial advertising.

● Submit one (1) signed, original executed proposal responses and one (1) electronic copy on a

flash drive (emails not accepted) of your proposal simultaneously to the address identified

below.

● Clearly mark each package with: (1) Vendor name; (2) the RFP number; and (3) the due date.

Address the package(s) for delivery as shown in the table below. If Vendor submits more than

one (1) proposal, each proposal shall be submitted in separate envelopes and marked

accordingly. For delivery purposes, separate envelopes from a single Vendor may be included

in the same outer package. Proposals are subject to rejection unless submitted with the

information above included on the outside of the proposal package.

● Include a copy of IRS Form W-9 along with WCPSS Vendor Information Form (Attachment A)

● BEFORE SUBMITTING A BID, VENDOR MUST REGISTER WITH NORTH CAROLINA eVP.

THERE IS NO COST TO REGISTER. Additional Information can be found at

https://eprocurement.nc.gov/registering-evp/download?attachment.

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RFP #251-26-246

Request for Proposal #251-26-246

1551 Rock Quarry Rd – Bldg. F

Raleigh, NC 27610

Refer ALL Inquiries to: Marcella Calvert

Telephone No: 919-588-3457

E-Mail: bids-mcalvert@wcpss.net

Due Date: February 12, 2026 @ 2:00 PM ET

Contract Type: IT Convenience Term

Commodity: 811620

IT Service Management System

Using Agency Name: WAKE COUNTY PUBLIC SCHOOL SYSTEM

NOTICE TO BIDDERS (THIS IS A SEALED BID SOLICITATION)

Sealed proposals, subject to the conditions made a part hereof, will be received at this office (1551 Rock Quarry Road,

Building F, Raleigh, NC) until 2:00 p.m. on the day of opening and then opened, for furnishing and delivering the commodity

as described herein. Refer to page 3 for proper mailing instructions. Proposals submitted via facsimile (FAX) machine or

email in response to this Request for Proposal will not be acceptable. Proposals are subject to rejection unless submitted on

this form.

This is a Request for Proposal only and is not an issue of award or purchase. WCPSS reserves the right to non-

award or cancel requests at any time.

EXECUTION

In compliance with this Request for Proposal, and subject to all the conditions herein, the undersigned offers and agrees to

furnish and deliver any or all items upon which prices are quoted, at the prices set opposite each item within the time

specified herein.

By executing this proposal, I certify that this proposal is submitted competitively and without collusion.

Failure to execute/sign proposal prior to submittal shall render bid invalid. Late proposals are not acceptable.

VENDOR:

FEDERAL ID OR SOCIAL SECURITY NO.

STREET ADDRESS:

P.O. BOX:

ZIP:

CITY & STATE & ZIP:

PRINCIPAL PLACE OF BUSINESS ADDRESS IF DIFFERENT FROM ABOVE

TELEPHONE

NUMBER:

TOLL FREE TEL. NO

(800)

TYPE OR PRINT NAME & TITLE OF PERSON SIGNING:

FAX NUMBER:

AUTHORIZED SIGNATURE:

DATE:

E-MAIL:

Offer valid for 60 days from date of proposal opening unless otherwise stated here: ___ days. Prompt Payment Discount: __ % _ days.

MAILING INSTRUCTIONS

Mail only one fully executed proposal with copies, unless otherwise instructed, and only one proposal package with copies

per envelope. Address envelope and include proposal number as shown below. It is the responsibility of the Vendor to have

the proposal in this office by the specified time and date of opening.

MAIL or DELIVER TO:

PROPOSAL NO. RFP #251-26-246

Wake County Public School System

Purchasing Department, Building F

1551 Rock Quarry Road

Raleigh, NC 27610

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RFP #251-26-246

RFP SCHEDULE

The table below shows the intended schedule for this RFP. WCPSS will make every effort to adhere to this schedule. All times

shown are Eastern Time (EST).

Event

Issue RFP

Submit Written Questions

Provide Response to Questions

Submit Sealed Bids

Responsibility

WCPSS

Vendor

WCPSS

Vendor

Date and Time (ET.)

1/27/2026

2/3/2026 by 2:00 PM ET

2/6/2026 by end-of-business

2/12/2026 @ 2:00 PM ET

IMPORTANT NOTE: All proposals shall be physically delivered to the office address listed above or before the proposal

deadline in order to be considered timely, regardless of the method of delivery. This is an absolute requirement. All risk of

late arrival due to unanticipated delay—whether delivered by hand, U.S. Postal Service, courier, or other delivery service is

entirely on the Vendor. It is the sole responsibility of the Vendor to have the proposal physically in this Office by the specified

time and date of opening. The time of delivery will be marked on each proposal when received, and any proposal received after

the proposal submission deadline will be rejected. Sealed proposals, subject to the conditions made a part hereof, will be

received at the address indicated in the table in this Section, for furnishing and delivering the commodity as described herein.

• Submit one (1) signed, original executed proposal response and one electronic copy on a flash drive

simultaneously to the address identified in the table above.

• Clearly mark each package with: (1) Vendor name; (2) the RFP number; and (3) the due date. Address the

package(s) for delivery as shown in the table above. If Vendor submits more than one (1) proposal, each

proposal shall be submitted in separate envelopes and marked accordingly. For delivery purposes, separate

envelopes from a single Vendor may be included in the same outer package. Proposals are subject to rejection

unless submitted with the information above included on the outside of the proposal package.

PROPOSAL QUESTIONS

Upon review of the RFP documents, Vendors may have questions to clarify or interpret the RFP in order to submit the best

proposal possible. To accommodate the Proposal Questions process, Vendors shall submit any such questions by the due

date for written questions in the above schedule.

Written questions shall be emailed to bids-mcalvert@wcpss.net by the date and time specified. Vendors should enter

“Questions Solicitation RFP #251-26-246” as the subject for the email. Question submittals should include a reference to

the applicable RFP section and be submitted in a format shown below:

Reference

RFP Section, Page Number

Vendor Question

Vendor question …?

Questions received prior to the submission deadline date, WCPSS’ response, and any additional terms deemed necessary by

WCPSS will be posted in the form of an Addendum and shall become an Addendum to this RFP. No information, instruction,

or advice provided orally or informally by any WCPSS personnel, whether made in response to a question or otherwise in

connection with this RFP, shall be considered authoritative or binding. Vendors shall rely only on written material contained in

an Addendum to this RFP. Addendums associated with the Request for Proposal will be posted to the following links

and it will be the vendor’s responsibility to adhere to and check these addendums prior to bid submittal:

• http://webarchive.wcpss.net/about-us/purchasing/open-bids.html

• https://evp.nc.gov/solicitations/

PROPOSAL EVALUATION

All proposals will be evaluated by representatives of WCPSS. WCPSS may, at its sole discretion, ask for additional information

and/or elect to conduct interviews with finalists to clarify information provided in the proposals.

The services that are the subject of this RFP are not required to be bid under North Carolina law, and none of the statutory

requirements regarding public bidding apply to this RFP. This document, and not those statutes, will govern the selection

process.

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RFP #251-26-246

WCPSS shall not be required to award the contract to the lowest proposed compensation; nor shall WCPSS have any obligation

to explain its decision to recommend or not to recommend any particular vendor or to invite or exclude any particular vendor

from consideration at any stage of the process. Instead of recommending that contracts be awarded to one or more vendors

who presented proposals, WCPSS may, at its sole discretion, reject the proposals and repeat the process, enter into direct

contract negotiations with one or more vendors (possibly including vendors who have not previously submitted proposals) or

take any other action WCPSS deems advisable under all circumstances.

WCPSS is expected to make any final selection(s) based upon any factors or considerations WCPSS deems relevant. Factors

often considered include qualifications, relevant experience, fee, and ability to perform work in a timely manner. WCPSS

retains sole discretion to award the contract to the vendor(s) it believes will best serve the interests of WCPSS and may consider

any factors, documents, or information it deems relevant in making that determination. WCPSS shall not have any obligation

to explain its decision to select or not select any individual vendors or to invite or exclude any individual vendors from

consideration at any stage of the process. The decision of WCPSS to accept or reject any proposals and to award contract(s)

to any one or more vendor(s) shall be final and not subject to further review.

Vendors are subject to immediate disqualification at any stage of the selection process for any of the following:

• The submission of false or misleading information in the vendor’s proposal.

• Any efforts to dissuade or discourage other vendors from submitting proposals.

• Any efforts to influence, dictate, or change the terms of another vendor’s proposal.

• Any form of bid collusion or bid rigging.

METHOD OF AWARD

All qualified proposals will be evaluated, and awards will be made to the Vendor(s) meeting the RFP requirements and

achieving the highest and best final evaluation which is best for WCPSS. Vendors SHALL not be considered who are

not approved or authorized by The State of North Carolina to do business with The State of North Carolina. WCPSS

reserves the right to waive any minor informality or technicality in proposals received.

Vendor(s) awarded a contract as a result of this RFP will be for an initial duration of twelve (12) months, with the option

to renew for up to four (4) additional one-year terms, contingent upon the vendor’s continued ability to provide

qualified contract resources at competitive rates and subject to the appropriation of funds.

BACKGROUND AND PROJECT OBJECTIVES

The Wake County Public School System (WCPSS) Technology Services Department seeks an integrated, automated IT

Service Management (ITSM) solution encompassing service request, knowledge, change, and asset management

functionalities. The selected solution will serve as the primary technology service management platform for all PreK–12

schools and district-level departments.

The selected solution will serve as the primary technology service management platform for all PreK–12 schools and

district-level departments. It must accommodate and manage unlimited asset uploads within the asset management

module.

WCPSS supports over 200 sites, managing asset inventories for approximately 160,000 students and 20,000 staff. The

district provides comprehensive technology support, service request management, and asset reporting. WCPSS is the 15th

largest school district in the United States and the largest in North Carolina, operating on multiple academic calendars.

The school year begins in early July and concludes on June 30. A list of schools and locations can be found here. A list of

future schools and locations can be found here.

SCOPE OF WORK

WCPSS seeks a robust, web-based, single-platform Information Technology Infrastructure Library (ITIL)-aligned

service management solution that supports best practices in Information Technology (IT) service delivery and

management.

The selected vendor’s solution will enable WCPSS to:

• Develop and implement a comprehensive ITIL-based service management framework tailored to district

operations.

• Support core ITIL processes, including Service Management, Incident and Problem Management, Change

and Configuration Management, Asset Management, Knowledge Management, and Business Process

Automation.

• Provide training and support to ensure successful adoption and effective use of ITIL-based practices by

WCPSS staff.

• Define and track key performance indicators (KPIs) and metrics to evaluate the effectiveness and efficiency

of IT service management processes.

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RFP #251-26-246

• Deliver ongoing support, optimization, and continuous improvement of IT service management operations.

GENERAL REQUIREMENTS

The proposed IT Service Management (ITSM) solution must meet the following general requirements to ensure usability,

reliability, scalability, and security across all functional areas.

1. Platform and Architecture

• Web-Based Platform: Fully functional web-based application accessible through major browsers without

additional client software.

o An iOS Mobile app is preferred (but not required)

• Responsive Design: Adaptive interface providing consistent functionality across desktops, tablets, and mobile

devices.

• Combine with web-based Cloud Hosting: Secure, scalable, and reliable cloud-hosted environment with

documented uptime commitments and disaster recovery capabilities.

• Integration Capability: Capability to integrate with existing WCPSS systems and third-party applications (e.g.,

SIS, ERP etc.).

o Documented API framework supporting REST, SOAP, SFTP, JDBC, or similar standards for integration

with existing WCPSS systems and third-party applications.

o Ability to integrate with existing communication tools (e.g., Exchange Online, Microsoft Teams, etc.).

o Pre-built native integrations within the ITSM are preferred (but not required).

• Scalability: Support for unlimited users and high transaction volumes without degradation of performance.

• Migration Capability: Ability to transfer IT asset data from the current asset management system.

• Environments: Production, Test, and Development instances to facilitate testing changes and exploring

features and functionality in a controlled environment.

2. Usability and Accessibility

• Intuitive Interface: Simple, modern, and easy-to-navigate interface appropriate for both technical and

non-technical users.

• Accessibility Compliance: Fully compliant with Web Content Accessibility Guidelines (WCAG) and Section

508 standards to ensure accessibility for all users.

3. Security and Data Protection

• Authentication & Authorization: Support authentication through standard Single Sign-On (SSO) methods

(see Technical Requirements section for more details). Support the ability to assign roles and access via

security groups managed from external systems.

• Data Security: Encryption of all data in transit and at rest using current industry standards.

Privacy Compliance: Adherence to applicable federal and state data privacy laws, including FERPA. Ability

to protect Confidential data by roles so that an attachment that contains sensitive data cannot be viewed

by all users in the system:

Audit Logging: Comprehensive logging of access, configuration changes, and system activity.

• Incident Response: Provide documented incident response procedures with defined notification timelines

for WCPSS.

4. Performance and Reliability

• High Availability: Minimum 99.9% uptime service level agreement (SLA).

Business Continuity: Documented recovery time (RTO) and recovery point objectives (RPO).

• Cloud-based application hosted in a secure environment with defined disaster recovery and redundancy

capabilities.

• System Monitoring: Built-in monitoring and alerting for system health, performance, and capacity

metrics.

6. Reporting & Analytics:

• Provide customized dashboards based on roles and functions, customizable Key Performance Indicators

(KPIs), and trend reports across all service management functions.

• Support data-driven decision-making and continuous improvement initiatives.

• Customized ad-hoc and automated reports creation.

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This page summarizes the opportunity, including an overview and a preview of the attached documents.

* Disclaimer: This website provides information about bids, requests for proposals (RFPs), or requests for qualifications (RFQs) for convenience only and does not serve as an official public notice. Individuals who wish to respond to or inquire about bids, RFPs, or RFQs should contact the relevant government department directly.

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