RFP 1704 - Customer Relationship Management Toolset (ITSM/CRM)

Information Services Corporation (ISC) is seeking competitive proposals for the provision of a Customer Relationship Management and Information Technology Service Management (ITSM) Toolset. There are three significant deliverables in this RFP and Suppliers submitting proposals will be evaluated on their ability to align with each separate deliverable.

Major Deliverables are:
1. To determine if a single solution is available to replace current MS Dynamics CRM 4.0 and facilitate ISC’s IT service management processes.
2. The costs associated with the proposed solution.
3. The Suppliers ability to partner with ISC to implement the selected solution.

The current CRM toolset is Dynamics CRM V4.0. It is expected that the data within this version be made available from within the new tool set but not necessarily migrated into the new tool.
The ITSM functionality within the toolset should align with Information Technology Infrastructure Library (ITIL`s) best practices for the tracking and management of all components included in the complete IT Service Lifecycle.