El Paso County is seeking proposals for an IT Service Management (ITSM) platform and implementation services. The selected platform should be cloud-first, enhance service delivery, reliability, and transparency, and integrate deeply with Microsoft technologies. Key areas include incident, request, change, problem, and knowledge management, as well as configuration and asset management. Vendors must demonstrate capabilities in reporting, analytics, and user experience, including a mobile application. Security, privacy, and compliance are critical. A proof of concept (POC) will be required for shortlisted vendors. The county is also seeking an implementation partner, though they reserve the right to select a software provider alone. Proposals will be evaluated based on technical criteria and cost. Vendors must meet specific installation and experience requirements. The contract term is anticipated to commence on June 23, 2026, and run through December 31, 2027, with options to renew.
The bid notice states that responses will be received until 2:00 p. m. , MT, Wednesday, May 6, 2026. The anticipated contract award date is June 23, 2026.
Software providers shall provide an annual invoice for software licensing. Implementation partners shall provide invoices after each milestone defined in the contract has been completed and approved by the county's project manager.
The bid notice states that proposals will be evaluated based on the proposed software solution and the implementation partner evaluation. Price is evaluated after technical evaluations and contributes to the overall ranking. The evaluation committee will score responses based on technical criteria: product functionality, product viability, product technical factors, and product ongoing support for software providers, and implementer viability, implementer team, and implementer project plan for implementation partners.
The bid notice states that software providers shall illustrate that the proposed software solution has been successfully deployed in at least 100 prior installations. Implementation partners shall have performed a minimum of three implementations for organizations of a similar size to El Paso County (5,****,000 endpoints, 3,****,000 service tickets per month, and **** IT agents). Software providers or parent companies must have at least 200 employees and at least $50 million in annual revenue.
The bid notice mentions that failure to comply with software or system approval requirements may result in the contractor being charged for the department's time to correct the system. It also states that if the awarded vendor fails to complete the work within the timeline, the county reserves the right to cancel the contract and secure another vendor, potentially invoicing the original vendor for additional costs.
The bid notice advises vendors to carefully examine the requirements outlined in the specifications and states that the submitter is expected to carefully examine the size and scope of the proposed work prior to submitting its submittal, and certifies that it has examined the location of the proposed work and is familiar with the specifications and all contract documents related thereto, and the local conditions at the place where the work may be performed.
The bid notice states that the deadline for submitting questions is April 17, 2026, at 10:00 a. m.