AI-Powered IT Management Service

The Vendor is required to provide AI-powered information technology service management (ITSM) solution must be designed to support a higher-education environment with a large user population and multiple service domains.
- Core ITSM functionality:
•    Incident, service request, problem, and change management aligned with ITIL best practices
•    Configurable workflows and automation
•    Service catalog and request fulfillment
•    Service level agreement (SLA) management
•    Task and project management
•    Knowledge base and self-service portal for end users
•    Password and access support functionality
•    Asset management integrated with service workflows
•    Configuration management database (CMDB)
- User and agent support:
•    A minimum of 30+ it service agents
•    Role-based permissions for agents and administrators
•    Multi-channel service request intake, including web portal access
- Artificial intelligence and automation capabilities:
•    AI-powered virtual assistance or copilots for end users
•    AI support tools for service desk agents
•    Intelligent ticket categorization and prioritization
•    Case summarization and insight generation
- Asset and inventory management:
•    Track hardware, software, and related assets
•    Associate assets with incidents and service requests
•    Expand asset capacity as needed during the contract term
- Reporting and analytics:
•    Configurable dashboards
•    Standard and custom reports
•    Data export functionality
•    Visibility into SLA performance and service trends
- Cloud hosting and storage:
•    Secure data storage and transmission
•    Capacity for cloud-based file attachments
•    Compliance with applicable security and privacy standards
- Implementation, migration, and support services:
•    Initial system configuration
•    Data migration from existing systems
•    Knowledge transfer and administrative training
•    A defined number of professional service hours included with the subscription.