The Los Angeles County Executive Office (EO), Board of Supervisors, is seeking to replace its current Information Technology Service Management (ITSM) application with a scalable solution that can expand to other service areas, including Human Resources (HR), Procurement, Building Management (BM), and potentially more. The EO is requesting the following components as part of the proposed solution: 1. Advanced Tier Licenses – Quantity: 40; Licenses must include full access to the ITSM suite, including incident management, change management, asset management, automation, sandbox environments, audit logs, and support for at least 20,000 orchestration transactions per month. 2. Intermediate Tier Licenses – Quantity: 20; Licenses must provide access to business workspaces (e.g., service requests, knowledge base, and internal ticketing) but will have limited or restricted access to core ITSM functionalities and IT-specific workspaces. 3. Add-On: Asset Pack – 2,000 Assets; This add-on must expand the system’s asset tracking capacity to support up to 2,000 managed assets. It should include features for asset lifecycle management, automated discovery, and reporting for both IT and nonIT assets. Additionally, the EO seeks to engage a team of qualified consultants (Contractor) to configure the licensed Advanced Tier solution, which includes both service and asset management capabilities, and to implement the following modules: a. General Settings / User Management; b. IT Workspace; i. Incident Management; ii. Service Request Management; c. Business Workspaces (2); i. Ticket Management; ii. Service Request Management; d. Employee Management (Onboarding & Offboarding); e. Change Management; f. Asset Management (Core); g. Knowledge Management
