Information Technology Service Management Solutions

The Vendor is required to provide information technology service management solutions available for post-secondary institutions.

- Service and Asset Management tool is nearing its end-of-life, making it essential to maintain a sustainable and high-quality level of service for users. While the preferred solution is a SaaS (Software as a Service) model, on premise options will also be considered

- The solution should include modules for Service Desk, Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalogue, Self-Service Portal, Configuration Management Database (CMDB), SLA Management, and Reporting and Analytics.

- Integrations

• Must support single sign-on with Microsoft Entra.

• Should offer integration capabilities with call center systems and systems.

- Consulting/ professional services

• Ensure seamless data migration from the existing service management system to the new system.

• Provide comprehensive training and role-specific documentation for user

- Workflow management

• Allow it administrators to create custom forms and workflows tailored to the needs of individual departments.

- Detailed search capability

• Support both simple and advanced search functionalities.

• Enable the creation of ad-hoc searches as needed.

- Comprehensive request history

• Provide a detailed history for service requests, incidents, and change requests, including status changes, team/assignee changes, email correspondence, customer requests, notes and etc.

- Reports and dashboards

• Include pre-built reports for identified modules.

• Allow the creation of custom reports for stakeholders.

• Offer easily customizable dashboards for visualizing key performance indicators and relevant data analytics.

- Service catalogue

• Support the creation and maintenance of service catalogues for multiple departments.

• Include features such as service descriptions, service levels, service bundles, and role-based views for students, employees, or it personnel.

- Problem management

• Enable the creation and management of problem records.

• Provide functionality to link problems to incidents, displaying known solutions, workarounds, and errors.

- Knowledge management

• Develop and maintain a centralized knowledge base to provide users with solutions to common issues or problems.