Information Technology Service Management (ITSM) Tool Solution

Shared Services Canada (SSC) is mandated to simultaneously operate and transform the GC’s Information Technology (IT) infrastructure including email, data center and network services. SSC is responsible for the IT infrastructure for 43 departments and agencies (hereafter referred to as customer departments) and currently delivers services to over 280,000 users across the GC. Although SSC’s first obligation is to ensure the sustainability of this infrastructure, it is also responsible to transform the existing environment into a consolidated enterprise model for the whole of Government. SSC has a requirement to:

Replace SSC’s current enterprise ITSM Tool with a modern, scalable, ITSM Tool solution; Implement a bi-directional interface to enable communication and exchange of information between SSC’s new ITSM Tool and (each of the 43) customer departments in order to replace current manual processes/workarounds; provide visibility and oversight to all services provided by SSC; and effectively track IT issues and requests end-to-end from the originating customer department through to resolution at SSC; and

Longer term; enable the transition of customer departments from their legacy ITSM toolsets to GC standardized ITSM processes and a standard ITSM Tool solution.This Request For Proposal is a follow on to the RFI that was conducted on buyandsell in February 2018 found here: https://buyandsell.gc.ca/procurement-data/tender-notice/PW-18-00818161