Quebec SEAO #20181733

GRICS market research for enterprise service management, ITSM, and CSM solutions

GRICS is seeking market information to guide its future enterprise service management procurement, with ITSM and CSM as current priorities. - Government buyer: Société de gestion du réseau informatique des commissions scolaires (GRICS); no sub-agency or specific office is identified. - Current OEM and platform: ServiceNow — GRICS currently uses ServiceNow Customer Service Management Standard. - Solutions of interest: Enterprise service management (ESM), including IT service management (ITSM) and customer service management (CSM). GRICS is considering broad platforms and more targeted or modular approaches. - Capabilities and services being assessed: Customer experience, self-service, customer communications, knowledge and documentation sharing, integrations, licensing and cost structures, and implementation, configuration, and migration services. - Scope: Extending service management to additional processes or teams may be considered later, but is not an initial implementation objective. No specific products, part numbers, quantities, or purchase line items are identified.

Description

GRICS is seeking information about enterprise service management solutions, with current priorities in ITSM and CSM. The request will help GRICS assess market offerings, customer experience, self-service, integrations, licensing, costs, and implementation and migration services. Solutions may be broad ESM platforms or targeted or modular products; extending to other service processes or teams is a possible future option, not an initial implementation objective. Information gathered will inform GRICS’s market analysis, procurement strategy, and a documented business decision.

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