Information Technology Service Desk System Replacement

The Vendor is required to provide our current IT service desk system lacks features, integrated ability, and is not WCAG 2.2 compliant. 
- We must have a system that is WCAG 2.2 compliant.
- The new system must provide ITSM compliant capabilities along with the following features:
•    Multi-channel support delivery through telephone, email, web portal, and mobile applications
•    Incident management and resolution tracking with automated escalation procedures
•    Asset management integration for hardware and software inventory tracking
•    Knowledge-based development and maintenance for common technical issues
•    Remote desktop support capabilities for efficient problem resolution
•    Service request fulfillment for software installations, account provisioning, and access management (ITSM Change management workflow processing)
•    Integration with existing City network infrastructure and security systems
•    Open API to allow integration with other systems if not available/utilized within your offering
•    Ability to create multiple channels to separate support delivery by domain, examples:
1.    IT
2.    Facilities
3.    HR
•    Aggregation of multiple requests for ease of response, closure, communications, and resolution
•    Security compliance with one of the following:
1.    SOC-2
2.    State Ramp
3.    Fed Ramp
- If your system has any of the following optional features, please describe their functionality:
•    311 Citizen Reporting System
•    Project Management

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: August 12, 2025