Specifications include, but are not limited to: The ITSM solution should provide the following functionalities based on the Information Technology Infrastructure Library (ITIL) framework: a. Service Management • Service Request Management: Enable users to submit and track service requests. • Incident Management: Efficiently manage and resolve incidents to restore normal service operations. • Change Management: Control the lifecycle of changes, minimizing disruption. • Release Management: Plan and control the deployment of releases to test and live environments. • Problem Management: Identify and manage the root causes of incidents to prevent recurrence. • Knowledge Management: Create, manage, and share knowledge articles to improve service efficiency. • Self-Service Portal & Service Catalog: Provide users with a portal for self-service capabilities and service access. • Conversational Chatbot & Live Chat (Artificial Intelligence (AI) & Machine Learning (ML) Integration): An AI or ML-based chatbot should assist with common queries and tasks and support the following channels: chatbot, SMS/text, Microsoft Teams, and Cisco WebEx. • Custom URL: Allows for a custom or client-specific URL living within its own domain. • Service Asset and Configuration Management & Configuration Management Database (CMDB): This allows tracking and managing service assets such as Configuration Items (CI), Services, and Request definitions...
