Enterprise IT Ticketing, Asset Management, and Cost Tracking System

The Vendor is required to provide a secure, scalable, and userfriendly enterprise IT ticketing system.
- The solution must support multiple departments and school sites and include robust reporting, asset management, cost tracking, knowledge base, and authentication capabilities.
- The system will be used by technology staff, administrative departments, school-based staff, and authorized external users to manage service requests, incidents, assets, and associated costs in a centralized platform.
- Objectives:
•    Implement a centralized, district-wide service management solution
•    Support multiple departments, schools, and user roles within a single system
•    Improve service response times, accountability, and communication
•    Provide robust reporting and analytics for operational and financial oversight
•    Track assets and associated costs throughout their lifecycle
•    Ensure compliance with applicable federal, state, and district requirements
- Ticketing and Service Request Management must provide:
•    Centralized management of incidents, service requests, problems, and changes
•    Configurable workflows, ticket categories, priorities, and service-level targets
•    Role-based access for district staff, school staff, administrators, and authorized external users
•    Automated routing, notifications, escalations, and approvals
•    Email and web-based ticket submission
•    End-user self-service portal with searchable knowledge base
- Multi-Department and Multi-Site Support:
•    Support for multiple departments (e.g., IT, Finance, HR)
•    Ability to separate and/or share queues, workflows, and data as required
•    School-level and department-level configuration and reporting
•    Support for district-wide and site-specific assets and users
- Asset Management:
•    Maintain inventory of hardware, software, and other district assets
•    Track asset lifecycle from acquisition through disposal
•    Associate assets with users, locations, schools, and tickets
•    Track warranties, vendors, contracts, and renewal dates
•    Support software license tracking and compliance reporting
- Cost Tracking and Financial Transparency
•    Track costs related to assets, maintenance, and support activities
•    Associate labor, parts, and service costs with tickets and assets
•    Support cost allocation by department, school, funding source, or project
•    Provide reporting to support budgeting, audits, and funding accountability
•    Support optional showback or chargeback functionality
- Azure Active Directory (Azure AD) SSO
•    The solution must support Single Sign-On (SSO) using Microsoft Azure Active Directory (Azure AD).
•    Internal district users must authenticate using existing district credentials.
•    Support for modern authentication standards such as SAML 2.0, OAuth 2.0, or OpenID
•    Connect is required.
•    Role-based and group-based access assignment via Azure AD must be supported.
- External and Non-District Users
•    The system must support secure access for authorized users who are not part of the district’s Azure AD tenant, including vendors, contractors, and shared service staff.
•    External users must be able to authenticate without requiring a district-issued Azure AD account.
•    Configurable authentication methods for external users must be supported (e.g., local accounts, federated identity, or guest access).