IT Service Management Software

The Vendor is required to provide for an IT Service Management software that can assist our IT department in supporting approximately 1500 end users in various departments and external agencies.
- IT Service Management Software
•    County a seeking a robust, cloud-based software that will assist our IT department in IT Service Management (ITSM). The ultimate goal is to implement a solution that will support the County in improving how IT delivers, monitors, and improves support services applying the ITIL framework.
- Minimum Requirements of the Software
•    Core ITSM Capabilities
o    Incident, Request, Change, Knowledge, Service Level, Asset/Configuration, and Software License Management
o    Configurable self-service portal
•    Incident Management
o    Assignment by group and individual
o    Task-level assignment within tickets
•    Association of assets to tickets
o    Multi-channel intake (email, portal, phone, Microsoft Teams, etc.)
o    Full audit history
o    Request Fulfillment
•    Configurable workflows (e.g., onboarding, offboarding, equipment requests) 
•    User-accessible service catalog via portal
o    Change Management
o    ITIL-aligned workflows
o    Configurable approval processes
- Asset & Configuration Management (CMDB)
o    Full asset lifecycle tracking
o    Association of assets to users and tickets 
o    Reporting on hardware/software inventory 
o    Audit history of asset changes
o    Integration with Intune and Configuration Manager