CanadaBuys #100032250

ITSM Modernization and Cloud Migration Services for ESDC

Employment and Social Development Canada (ESDC) is launching a major IT Service Management (ITSM) modernization and cloud migration initiative. - Government Buyer: - Employment and Social Development Canada (ESDC) - Contracting office located at 140 Promenade du Portage, Gatineau, QC - OEMs and Platforms Mentioned: - BMC (ITSM platform) - ServiceNow (ITSM platform alternative) - GLPI (ITSM platform alternative) - SSC Onyx (integration target) - Products/Services Requested: - Modernization of ITSM platform (upgrade BMC to cloud SaaS or evaluate ServiceNow/GLPI alternatives) - Establishment of a robust Configuration Management Database (CMDB) with formalized ETL and enhanced discovery (including SSC data centres and public cloud providers) - Implementation and maturity of core ITIL practices - Retirement of legacy ITSM tools - Decoupling notifications/escalations from WebDirect - Integration with SSC Onyx and enterprise reporting/BI services - Foundation for analytics and AI capabilities - Professional IT services for roles including Application/Software Architect, Programmer/Analyst, Business Analyst, Change Management Consultant, and Project Manager (all Level 3) - Unique/Notable Requirements: - Security clearances: Protected B and Reliability - Use of secure virtual desktop environment (Save-D) - Compliance with multiple international trade agreements - Up to two contracts may be awarded; limited to qualified Tier 1 suppliers in the National Capital Region - Estimated effort: 500 days including option years - Place of Performance and Delivery: - National Capital Region (NCR), Canada - ESDC contracting office at 140 Promenade du Portage, Gatineau, QC

Description

This solicitation seeks to develop and execute a structured, phased ITSM modernization program. The work includes modernizing the ITSM platform by upgrading BMC to cloud SaaS or evaluating alternatives such as ServiceNow and GLPI. It also involves establishing a robust CMDB with formalized ETL processes, implementing core ITIL practices, retiring legacy ITSM tools, integrating ITSM with SSC Onyx and other enterprise reporting services, and laying the foundation for analytics and AI capabilities. The contract duration is 24 months with a proposed start date of August 3, 2026.

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