IT Service Management Platform

The Vendor is required to provide a modern, cloud-hosted IT Service Management (ITSM) platform that supports the diverse and evolving needs of a complex higher education environment.
- Solution must enhance service delivery, streamline IT operations, and improve the end-user experience for faculty, staff, and students across all departments and colleges.
- Information Technology Service Management Platform 
• The proposed ITSM platform must be a Software-as-a-Service (SaaS) solution that requires no on-premises infrastructure and supports secure, scalable, and accessible service management. 
• The platform must be compliant with WCAG 2.1 AA accessibility standards to ensure equitable access for all users.
- Core Requirements
The platform must include the following required capabilities:
• Ease of Administration: Configuration and ongoing administration must be intuitive and require minimal technical expertise.
• Comprehensive Ticket Management: Ability to track the full lifecycle of tickets, including history by user or device, internal notes, attachments, and flexible status categories.
• Asset Management Integration: Track assets and associate them with tickets; ingest asset data from Microsoft Configuration Manager/Intune.
• User Experience: Mobile accessibility for both requestors and agents; support for all modern browsers; flexible ticket submission methods (web, mobile, email, phone, walk-up).
• Communication & Collaboration: Proactive notifications, internal notes, and integration with Microsoft Entra ID for user synchronization and access control.
• Knowledge Management: Integrated knowledgebase with flexible access controls and easy content updates by non-technical users.
• Security & Compliance: Support for OAuth/SAML 2.0, DKIM, and granular role-based access control.
• Reporting & Analytics: Robust reporting with customizable dashboards and reports that do not require specialized skills.
• Service Level Management: Documented SLAs, automated satisfaction surveys, and alerts for idle tickets with escalation options.
• Interdepartmental Coordination: Ability to transfer tickets between departments and relate incidents to master tickets.
• Programmability: The ability to ingest REST based APIs.
- Desired Enhancements
While not mandatory, the following features are highly desirable and will be considered favorably:
• Automation & AI: Self-service automation, AI-enhanced service management, and integration with Microsoft Power Automate.
• Remote Management: Native or integrated remote management capabilities.
• Advanced Ticketing Features: Ticket templates for bulk creation, dependency tracking, scheduling, and the ability to convert tickets into projects.
• Collaboration Tools: Direct communication with users via email or Microsoft Teams from within the ticket interface.
• User Engagement: Ability to surface kudos from users and provide standard response templates.
• Onboarding/Off boarding Support: Streamlined workflows for employee lifecycle management.
• Project & Portfolio Management: Ability to create new projects or convert a ticket to a project and the ability to share a service catalog.
- Services include:
• Configuration and administration must require low administrative effort and no specialized skillset
• Ability to track the request history by device or by user
• Ability to track assets and relate them to tickets
• Remote management capabilities either natively or via integration with Microsoft Configuration Manager/Intune
• Automation capabilities for self-service resolution
• Ability to enhance service management with Artificial Intelligence capabilities
• Ability for attachments to be securely added to a ticket
• Ability to track entire lifecycle of a ticket
• Ability to assign ticket priorities
• Ability to transfer tickets between colleges or departments
• Robust search capabilities by case#, user, incident description, etc.
• Ability to related incidents to a master incident
• Images can be embedded into a ticket description
• Ability for tickets to have dependency tickets (ex. Master ticket cannot be closed until dependencies are closed)
• Ability to include internal notes that are not visible to the ticket requestor.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: July 11, 2025