AGCO 046-22 Information Technology Service Managment (ITSM) Solution

Solicitation number tender_18031

Publication date

Closing date and time 2023/04/14 14:00 EDT

Last amendment date

    The Alcohol and Gaming Commission of Ontario is a provincial Crown agency that reports to the Ministry of the Attorney General. The AGCO is responsible for regulating the alcohol, cannabis, gaming (land-based and online) and horse racing sectors in Ontario. More information can be found at as well as in other pages in the “About the AGCO” menu.

    The AGCO is seeking to obtain a scalable commercial off-the-shelf (COTS) cloud-based Information Technology Service Management (ITSM) solution that will allow our IT division to manage standard Information Technology Infrastructure Library (ITIL) support processes such as incident, problem, change, knowledge and service level management; and to automate standard workflows for service requests fulfilled by IT, procurement, facilities and human resources.

    The selected Vendor will work with AGCO staff in an initial project phase to perform detailed requirement(s) gathering, finalize designs and service offerings and develop both the initial project plan and set ongoing program commitments. The selected Vendor will then work with AGCO staff to implement the solution and provide ongoing maintenance and support following the implementation.

    Note: This procurement has mandatory requirements in the Qualification Envelope for Bidders to submit or confirm.

    The initial contract will be for a period of five (5) years with an option to extend annually for up to five (5) years.

    Contract duration

    The estimated contract period will be 60 month(s).

    Trade agreements

    • Canadian Free Trade Agreement (CFTA)
    • Canada-European Union Comprehensive Economic and Trade Agreement (CETA)
    • Canada-UK Trade Continuity Agreement (Canada-UK TCA)

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    Contact information

    Contracting organization

    Alcohol And Gaming Commission Of Ontario
    90 Sheppard Avenue East, Suite 200
    Toronto, Ontario, M2N0A4
    Contracting authority
    Debbie Majeed
    Bidding details

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    Summary information

    English, French
    Contract duration
    60 month(s)
    Procurement method
    Competitive – Open Bidding

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