IT Service Management Platform

The vendor is required to provide IT service management platform (ITSM) for include:
•    Licensing and provisioning of the ITSM platform
•    Configuration of core and optional modules
•    Integration with existing tools and systems
•    Data migration from legacy platforms
•    User training and change management
•    Post-implementation support and optimization
- Functional requirements
1. Core ITSM modules
•    Incident management
•    Problem management
•    Change management
•    Request fulfillment
•    Asset and configuration management (CMDB)
•    Knowledge management
•    Service catalog
•    Service level management
2. Self-service portal
•    Branded portal
•    Virtual agent
•    Mobile-friendly
•    Multilingual
•    Knowledge base
•    Request forms
•    ADA-compliant
3. Automation and workflow
•    Flow designer
•    AI ops
•    Predictive intelligence
•    Visual workflow builder
•    Task automation
•    No-code logic
4. Reporting and analytics
•    Performance analytics
•    Real-time dashboards
•    KPI tracking
•    Custom reports
•    Dashboards
•    Ticket trends
•    SLA metrics
5. Integration capabilities
•    AD and LDAP, SSO (SAML, OAUTH)
•    Rest and soap APIs
•    ERP (Ellucian banner)
•    Blackboard LMS and canvas LMS
•    Cisco WebEx
•    Microsoft o365
6. Mobile access
•    Native mobile app with approvals
•    Ticketing, knowledge base
•    Responsive web portal
•    Mobile-friendly UI
7. Security and compliance
•    Role-based access control
•    Audit trails and immutable logs
•    HECVAT
•    Data encryption (aes-256)
•    MFA support.

- Contract Period/Term: 1 year
- Virtual Voluntary Pre-Bid Meeting Date: September 09, 2025
- Questions/Inquires Deadline: September 19, 2025