Specifications include, but are not limited to: The end goal is a system, service and/or solution, on-premise or cloud-based that delivers (a) quality and reliable end-to-end IT services using best practice frameworks for IT service delivery and support such that the right processes, people, tools, and technology are in place to service the City of Santa Fe. The required solution and services must utilize the ITIL ITSM framework that focuses on service management functions such as Service Desk, Technical Management, Applications Management, and IT Operations. The following are the general requested requirements, with the minimum requirements underlined: 1. Incident Management 2. Problem Management 3. Change Management 4. Knowledge Management 5. Service Catalog 6. Release Management 7. Configuration Management Database 8. Asset Management