Service Management Tool

Request for Proposals

PURPOSE

The City of Surrey (the “City”) is interested in receiving proposals (the “Proposal”) from proponents (the “Proponent”) who have recent experience in providing a Service Management Tool (as defined in section 1.3) in order to manage requests and reported incidents from City staff.

SCOPE OF SERVICES

The City of Surrey (the “City”) is inviting Proponents to present a Solution to manage the intake of incidents and requests, that implements ITIL (IT Service Management) best practices. The City plans to select a Service Management Tool that will excel in managing the needs of 5,000 staff who will rely on the Solution.

Proposals should include all components and pricing required to provide a comprehensive solution as laid out in the Schedule A-1. The products and Services desired include the software itself, implementation, configuration, testing and training, as well as ongoing maintenance and support. A dedicated team from the City will support the implementation.

INFORMATION MEETING

At the time of issuance of this RFP, a meeting has been scheduled as follows:

REVISED Date: May 13, 2021
REVISED Time: 2:00pm

Where: Video/Phone Conference – Team Meeting

Proponents interested in participating in this Information Meeting should email their requests to purchasing@surrey.ca

ADDENDA

If the City determines that an amendment is required to this RFP, the City Representative will issue a written addendum by posting it on the BC Bid Website at www.bcbid.gov.bc.ca the “BC Bid Website”) and the City Website at www.surrey.ca (the “City Website”) that will form part of this RFP. It is the responsibility of Proponents to check the BC Bid Website and the City Website for addenda. The only way this RFP may be added to, or amended in any way, is by a formal written addendum. No other communication, whether written or oral, from any person will affect or modify the terms of this RFP or may be relied upon by any Proponent. By delivery of a Proposal, Proponent is deemed to have received, accepted and understood the entire RFP, including any and all addenda.

All inquiries related to this RFP should be directed in writing to the contact person named above.