IT Service Management System

The Vendor is required to provide IT service management (ITSM) system that will centralize management of approximately 1500 IT assets with lifecycle tracking (including importing from existing asset management and linking assets to employees), automate incident management, problem management, change management, as well as employee onboarding and off boarding workflows, provide an intuitive self-service portal, ensure mobile accessibility, deliver reporting and analytics, and maintain robust security.
- System requirements:
•    Support data export in structured format (CSV/JSON) upon contract expiry and termination or request, including full configuration, workflows, and knowledge base content.
•    Provide incident, problem, and change management automation that reduces manual effort of IT staff and enables employees to resolve common issues independently where possible. 
•    Provide automated incident intake, categorization, prioritization, routing, and SLA management. The system must support automated ticket creation from email submissions, including classification rules, duplicate detection, spam suppression, and automated acknowledgement responses.
•    Provide a self-service portal that proactively suggests relevant knowledge base articles to employees during issue submission, with the goal of resolving issues without agent involvement where appropriate.
•    Include a self-service portal that supports a configurable service catalog allowing the district to define request types, approval workflows, and fulfillment tasks.
•    Include configurable workflows to automate incident, problem, and change lifecycles, including approvals, task generation, notifications, and escalations.
•    Support linking incidents to problems, changes, assets, and users automatically or through configurable rules.
•    Include robust authentication including Microsoft ENTRA id integration. 
•    All agents and users accessing the web portal, administrative interfaces, or APIS must authenticate using OpenID connect (OIDC) or SAML through Microsoft ENTRA id. 
•    Tickets submitted via email do not require authentication. 
•    API authentication must use modern methods such as OAUTH.
•    Centralize management of 1500+ IT assets with lifecycle tracking, including linking assets to employees. 
•    The system must include a configuration management database (CMDB) capable of supporting relationship mapping between assets, services, users, and tickets. 
•    Respondents should describe how dependencies are visualized and maintained within the CMDB.
•    Support automated employee onboarding and off boarding workflows, including:
o    Script-based and real-time triggers for workflow initiation
o    Integration via PowerShell and rest APIS using modern, secure authentication methods 
o    Automated account provisioning and access configuration
o    Manager and stakeholder approval workflows
o    Asset assignment and recovery tracking
o    Conditional workflows based on employee attributes (e.g., role, department, employment type)
o    Configurable notifications (Microsoft teams, email, in-system)
o    Comprehensive audit trails for all automated actions
o    Dashboards and reports showing workflow status, completion metrics, and asset allocation
•    Provide a web-based self-service user portal and mobile-friendly (iOS/android) interface with a comprehensive service catalog, knowledge base (with rich content, version control, approval workflows, and search).
•    Include a service calendar that allows work groups to schedule upcoming customer visits, field work, or planned it activities, with visibility across agents within the same work group and notification to relevant agents when scheduled work occurs outside their shift.
•    Support the rest API protocol for workflow orchestration, real-time triggers, robust asset and ticket manipulation.
•    Deliver role-based dashboards, pre-built and custom reports for operational, service level, and asset lifecycle metrics.
•    Meet security and compliance standards equivalent to NIST SP 800-53, including encryption, audit logging, data residency, support for privacy impact assessments, and requirements.
•    Facilitate data migration of assets from asset panda via csv or excel with data mapping and validation.
•    Provide ability to import assets from Microsoft Intune
•    Include multi-factor authentication (MFA) through Microsoft ENTRA id policies for all agent and administrative access.
•    Meet WCAG 2.2 AA accessibility standards for the self-service portal and mobile interfaces and maintain a minimum 99.9% system uptime SLA.
•    Provide, as part of services, comprehensive training materials (guides, videos) for 9 agents, and end-users, plus role-specific sessions.
•    Provide the segmentation of different agent work groups with their own ticket queues and ticket handling, each with their own email addresses for ticket creation and responses. 
•    Each work group must be able to reassign tickets to any work group without access to that work group's tickets. 
•    Agents can be assigned to multiple work groups.
•    Provide built-in protections against ticket spam, phishing-generated tickets, and automated mail loops that could generate excessive ticket volumes.
- System preferences:
•    Support al-assisted capabilities designed to improve service desk efficiency and end-user self- service.
•    Offer autonomous or virtual agent capabilities, including al-assisted email ingestion for addresses
•    Support ability for Microsoft power bi to connect for advanced analytics and reporting. 
•    Support advanced asset management with ESRI ArcGIS online linkage for map visualization. 
•    Support for barcode (plus QR) code scanning for scanning asset tags on equipment, including mobile scanning capabilities where possible.
•    Support remote desktop and support integration (direct launch from within a ticket with session logging tied directly to the ticket) compatible with tools such as Microsoft remote help, TeamViewer, beyond trust, or splash top.