Service Management System

The vendor required to provide IT service management system (SMS) and computerized maintenance management system (CMMS) solution that supports the management of IT and facilities incidents, preventative maintenance, and service work orders for the college.
- Implementing a comprehensive end-to-end solution are:
1. Customer experience and service quality
•    Improve customer satisfaction and operational efficiency by streamlining processes, reducing errors, and enhancing communication.
•    Provide self-service options and improve the accuracy of ticket categorization and recommended solutions.
•    Enhance service level success by improving response and resolution times through ai tools.
2. Automation and intelligence
•    Implement automation to improve service delivery and operational tasks.
•    Use AI tools to support faster resolution, smarter routing, and predictive analytics.
3. Operational efficiency and cost optimization
•    Streamline processes and reduce operational costs, including full lifecycle management of tickets, assets, and resources.
•    Optimize resource utilization to ensure effective use of staff and tools.
4. Strategic alignment and agility
•    Increase organizational agility and align service management with operations, business, and it goals.
5. Visibility and reporting
•    Real-time dashboards and reporting to monitor performance, SLAs, and operational metrics.
- Workflow automation and request and incident management
•    Configurable workflows for ticketing, approvals, and escalations (drag and drop builder and no code workflows) 
•    Proactive scheduling of preventive maintenance work orders and complex processes such as new employee onboarding needs and decommission and installation of labs with 25+ assets 
•    Customizable screen and fields per request or incident type (dynamic based on selections) 
•    End user surveys and a report and screen to show score results 
•    Auto sending of customer satisfaction surveys upon work completion, and reminders 
•    Ability to limit sending of surveys by category (1 per 30 days) 
•    The ability to set who can view surveys for each category 
•    The ability to not show surveys to "technician" role 
•    Ability to merge, group, link, and create parent child relationships for tickets with related issues 
•    Automatic system notifications provided to users or administrators when pervasive issues are logged. 
•    Supports easy collaboration and resolution of tickets with multiple resources assigned 
•    Capability to communicate with requester directly from the work order and ticket (emails/chats/chat bots/ai...) 
•    Ability for the requestor and assigned resolver to share attachments 
•    Ticket status easily visible to requesters 
•    Full ticket lifecycle logging and tracking of assignments with labor, materials and assets, and services to work orders and tickets 
•    All technician(s) actions (support multiple tech actions and labor per ticket: resource management) 
•    All ticket actions (assignment and reassignments of resources, linking of materials and assets to tickets, communications, workflow processing statuses and steps) 
•    Email to ticket functionality 
•    Ability for requestor to edit or close their request and communicate with group queue and assigned ticket processor 
•    Easy routing of tickets to work queues (it incident, preventative maintenance, service request) by ticket category and campus location 
•    Automatic escalation of tickets based on defined SLAs and workflow rules 
•    Ability to submit requests and tickets on someone else's behalf 
•    Quick phone log screen and call log feature 
•    Supports event triggered ticket creation for employee needs such as key, account, furniture, and location change requests 
•    Assigned resources receive email notifications at the point of assignment 
•    Preventative maintenance (pm) and recurring tickets: associate assets to preventative maintenance request and tickets, ability to manage the frequency of preventative maintenance (ex. day, week, recurring date/day of month), attach manuals, ability to scan barcodes and QR codes to pullup and log when preventative maintenance is performed
- Core system functionality
•    Clearly defined system roles and responsibilities and permissions (roles and access levels) 
•    System configuration is preferred over customization - drag and drop system configuration and simplistic system administration 
•    Web-based software in a vendor hosted or cloud environment (SaaS) and utilize SAML single sign one 
•    Supports establishing, tracking, and measuring service level agreements (SLAS). 
•    Supports multi-level approval processes necessary for processes like office moves, on-boarding and offboarding, computer replacement, and catalog updates 
•    Global system status notice or announcement area 
•    Information technology infrastructure library (ITIL): service catalog, asset management, change management, software management, knowledge management 
•    Audit trails and activity logging
•    Mobile-friendly interface and accessibility compliance: mobile app interface with reactive design - native apps for iOS and android
- Asset and inventory management
•    Ability to scan barcodes and QR codes to pull up and log activity for assets and tagging 
•    Ability to import data and new equipment 
•    Asset lifecycle management (procurement to disposal) 
•    Relationship mapping between assets and services 
•    Flexible preventative maintenance frequency per individual asset; multiple preventative maintenance work orders per equipment 
•    Barcode and QR code scanning shows historical asset data 
•    Full access to add and delete assets
•    Editable equipment information 
•    Ability to track any one specific asset across multiple categories (student, employee, loaners and hot swaps) 
•    The inventory management system must display both the actual inventory count (total number of devices physically in stock) and the available inventory count (devices not yet allocated or committed). 
•    The available count should automatically exclude devices tied to approved pending tickets to provide an accurate view of what is ready for deployment.

- Questions/Inquires Deadline: November 11, 2025