Request for Proposals For Information Technology Service Management (ITSM)

The Coordinating Entity is seeking proposals from proponents for a completely integrated Cloud Service (SaaS) and Service Management solution for Information Technology Service Management (ITSM) and a native VOIP/Telephony component with options for Portfolio, Project and Resource Management.  The solution should include software application, licensing, configuration, migration, testing, integration, testing, implementation, training and ongoing software maintenance and technical support for a SaaS arrangement.

The expectation will be for the implementation to commence following the effective date of the Agreement (the “Project”). The words “solution” and “system” may be used interchangeably throughout the RFP.

The Coordinating Entity seeks to complete the project implementation for the use cases included in this RFP document before March 31, 2023.

Background:
Shared Health is seeking to evaluate options to enhance and modernize the software and services related to ITSM including a potential Project and Portfolio Management solution.
The Manitoba Health System has approximately 56K employees supporting a client base of ~1.3 million people.  Shared Health is Manitoba’s Provincial Health Authority and was created as part of a Health System Transformation laying the foundation for strategic system realignment and improved patient care. Shared Health leads the coordinated planning and integration of patient-centred clinical and preventive health services in Manitoba and delivers provincial health services and centralized business functions (including a provincialized Digital Health Service) that support the delivery of care across Manitoba health organizations.
The Provincial Digital Health Service within Shared Health supports clinical and business systems that provide the foundation for leveraging electronic data to be used in health service delivery across the 7 Service Delivery Organizations, as well as other agencies and clinics within the Provincial Health Care System. 
In order to optimize the structure, consistency and visibility across its service platform and ensure effective delivery to customers, Digital Health currently leverages a Cloud Software as a Service (“SaaS”) for Enterprise IT Service Management and has adopted the Information Technology Infrastructure Library (ITIL) Framework. 
Proposed solutions must be based on the ITIL Framework and support the Provincial, 24/7/365 First and Second tier support Service Desk, Incident, Problem, Change, Release and Deployment, Event, Knowledge, Service Asset and Configuration, Service Level Management and Request Fulfillment. 
Digital Health leverages the current ITSM tool as a single enterprise solution with 13 separate agencies to support internal and external customers.  Below are processes and approximate volumes based on 2021-22 Fiscal Year utilization.  Additional descriptions of each process and usage including integration with the ITSM solution are detailed in Appendix D – RFP Particulars.

• Service Desk –568,000 incidents annually
• Incident Management –17,800 priority incidents
• Problem Management –676 Problems and Known Errors
• Change Management –8000 changes and 9000 related tasks
• Release Management –125 releases and 1400 related tasks
• Configuration Management – 1650 published documents
• Asset Management –130,000 Hardware, Software and Telephony assets
• Reporting –1500 Adhoc and Scheduled Reports

• Incoming Email - Last 30 Days - 60,000
• Outgoing Email - Last 30 days - 322,000

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