Long Island Power Authority (LIPA) is seeking professional services to enhance and optimize its Information Technology Service Management (ITSM) tool, Freshservice. The engagement will focus on fully leveraging the platform's capabilities, optimizing configurations, and building a strong foundation for service management aligned with Information Technology Infrastructure Library (ITIL) version 4 best practices.
The scope of work encompasses six key areas: (1) Environmental Optimization - reviewing existing Freshservice configurations, advising on optimal feature usage including onboarding/offboarding, automation, service catalog, and orchestration, and implementing workflow improvements aligned with evolving business requirements; (2) Self-Service and AI Adoption - analyzing ticket service data, identifying request types suitable for self-service or Freddy AI handling, enhancing the knowledge base, establishing baseline metrics, and fully utilizing Freddy AI capabilities including Copilot, AI Agent, and Insights configurations; (3) Service Portal Redesign - redesigning the Freshservice support portal using no-code and/or code designer tools with all changes validated in sandbox before production deployment; (4) Advanced Feature Implementation - planning and implementing orchestration features with third-party systems integration, prioritizing features by ROI; (5) Gap Analysis and Recommendations - reviewing current implementation against business requirements and ITILv4 best practices through discovery sessions and recommending platform-native solutions, third-party integrations, and efficiency enhancements; and (6) Knowledge Transfer and Support - training internal teams on Freshservice best practices, maintaining workflows post go-live, providing dedicated support during implementation, and delivering comprehensive documentation with recorded training sessions.
The contract term will be for six (6) months with an option to renew semi-annually for one (1) additional six (6) months, for a maximum period of one (1) year, subject to mutual agreement and Board of Commissioners approval. The RFQ was issued on February 12, 2026. Written questions must be submitted by February 17, 2026 at noon, with answers provided by February 19, 2026 at noon. The submission deadline is February 26, 2026 at 3:00 PM. Proposals must be submitted electronically through LIPA's Bonfire e-Procurement platform at https://lipower.bonfirehub.com. Late proposals will not be accepted.