EITS ITSM and ESM Software Platform

The vendor is required to provide enterprise information technology services (EITS) of delivering a unified, enterprise-level information technology service management (ITSM) and ESM service-ticketing solution.
- Make management of processes easier by consolidating a range of platforms into a single platform. 
- We want to reduce the time spent juggling multiple solution platforms, both from an administration and customer standpoint:
1. Core ITSM and ESM functional requirements:
•    Incident, problem, change, and request management capabilities
•    Asset and configuration management database (CMDB)
•    Service catalog and request fulfillment
•    Project management features and integration
•    Knowledge management system
•    Service level management and reporting
•    Multi-tenant architecture capabilities with data isolation
2. Multi-tenant architecture specifications:
•    Client data isolation requirements
•    Customizable branding per tenant
•    Separate reporting and analytics per tenant
•    Independent workflow configurations
•    Billing and usage tracking capabilities
3. Technical environment details:
•    Preferred deployment model: cloud
•    Browser compatibility requirements
•    Mobile device support expectations
•    Network and firewall requirements
- Allow for a secure and scalable environment. 
- This will need to be authenticated via our campus SSO and comply with campus security standards. 
- We support a range of units across campus and need a solution that can accommodate each group's needs, whether big or small:
1. Authentication and security requirements
•    Single sign-on (SSO) integration requirements
•    Multi-factor authentication support
•    Role-based access controls with granular permissions
•    Data encryption standards (at rest and in transit)
•    Audit logging and compliance reporting
•    Campus security standard compliance details
2. Scalability and performance requirements
•    Concurrent user capacity expectations
•    Response time requirements for key functions
•    Database scalability and backup requirements
•    High availability and disaster recovery capabilities
•    Performance monitoring and alerting
- Integrate with current systems and prepare for long-term campus initiatives. 
- This solution will need to support a wide range of APIs and standards for automation:
1. Integration and API requirements
•    Rest and soap API availability and documentation
•    Integration capabilities with common university systems
•    Webhook and real-time notification support
•    Data import, export and migration capabilities
•    Third-party application integration examples needed
•    Automation platform compatibility
2. Vendor documentation requirements:
•    Technical architecture narrative
•    Implementation timeline and methodology
•    Training and support offerings
•    References from similar higher education implementations
•    A completed cost worksheet that provides a total breakdown of the cost of the supplier’s proposal.

- Contract Period/Term: 1 year