City of Prince George (the “City) is seeking proposals from qualified suppliers for the replacement of its existing Information Technology Service Management System (ITSM) software and for design and implementation of core ITIL support processes.  The software is required to provide a full range of IT Support services, including but not limited to incident, services request, service catalog, change management, asset management, desktop remote access and control, and knowledge base. In addition, while not in scope for the implementation, the software should have advanced AI capabilities and is scalable to provide Enterprise Service Management.  The software will be aimed at improving usability, access, reporting, and functionality in order to significantly enhance the provision of IT support to City staff.