The Vendor is required to provide a comprehensive IT service management (ITSM) system.
- The solution must address current limitations in the college’s co-managed ticketing system, offering increased flexibility, configurability, automation, and reporting capabilities while reducing reliance on external vendors.
- Current co-managed IT ticketing system lacks flexibility, configurability, and scalability. Customization requires committee approval and coding, limiting responsiveness.
- Solution must be modern, flexible, intuitive, and easily manageable in-house, with robust reporting, automation, and ESM capabilities.
- Permissions are overly complex, reporting lacks templates and dashboards, and the system doesn’t support broader enterprise service management (ESM) needs.
- Services include:
• Professional Services Automation (PSA) for service delivery and contract/resource management
• Inventory and Asset Management with automated discovery and reporting
• Project Management tools to support IT planning and execution
• Structured Change Management workflows
• IT Maintenance scheduling (automated and manual)
• Deep integration with N-Central by N-Able, including:
1. Real-time asset/ticket sync
2. Minimal-click remote access
3. Alert-based ticket generation
• Custom workflows and automation (ITIL-aligned), with low/no-code configurability
• Full in-house administrative control without vendor intervention
• Simplified role-based permission management (via SAML2 group sync with Microsoft Entra ID)
• Built-in reporting and dashboard tools for real-time operational visibility
• Enterprise Service Management (ESM) capabilities to expand beyond IT (e.g., HR, Facilities)
• Centralized service data access across departments
• Scalable, predictable licensing model with no per-feature or module surprise fees
• Ticket creation via email, web portal (customizable), and open API
• Mobile-friendly interface with responsive design (no separate app required)
• ITIL-aligned ticketing workflows with full customization options
• Automated ticket assignment, escalation rules, and SLAs
• AI-powered features for issue resolution recommendations
• Email and communications platform integration
• Ticket merging capabilities and support for templated tickets
• Time-tracking features for support staff
• Web-based self-service portal with branded theming options
• Built-in knowledge base and FAQs with dynamic update capability
• Real-time dashboards and pre-built ITIL reports
• SLA monitoring and alerting tools
• Role-based access control and Single Sign-On (SSO) via Microsoft Entra ID (SAML2)
• Compliance with ITIL standards and data/privacy regulations such as SOC 2 and GDPR
• AI-driven automation and workflow enhancement capabilities
• ESM functionality with configuration options for non-IT departmental workflows.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: June 10, 2025