Summary:

Through this Request for Proposals, the Regional District of Central Okanagan (the “District”) invites Proposals from organizations that are experienced in the provision of IT Service Management (ITSM) systems for use by British Columbia local governments, to manage their IT infrastructure and services. The objective for the District is to procure an ITSM system to streamline IT operations and enhance service delivery for the IT Department (~350 employees, approximately 1,500+ IT assets), with the ability to expand agents for potential future growth. The system must centralize asset management with lifecycle tracking and support automation of incident, problem, and change management processes. The system must also; support employee onboarding and offboarding workflows, provide an intuitive self-service portal with mobile access, integrate seamlessly with Microsoft 365, and maintain strong security and compliance with Canadian regulations.

Contract Phases & Schedule:

The Contract to be executed with the successful Respondent from this RFP, is anticipated to be as follows:

• The District anticipates executing a contract for the system, with the successful Respondent, no later than May 1, 2026.
• Phase A (Implementation): following Contract execution, the selected vendor will provide implementation of the system, including all training, migration, and other services required for the system to achieve ‘Go-Live’ and be ready for full use by the District. This phase until ‘Go-Live’ is collectively referred to as Contract ‘Phase A’.  ‘Go-Live’ is to be achieved no later than June 1, 2026.
• Phase B (Ongoing Subscription & Support): following ‘Go-Live’, the contract will continue into an ongoing subscription & support phase (Contract Phase B).  Phase B will be for an initial 5-year term.  The District will also have the sole option to extend Contract Phase B for a further five-year period, subject to mutual agreement between the parties on terms and pricing for such extension.

Full details on the requirements, how to ask questions, and how to submit a proposal are contained in the RFP document.