Help Desk Software

The Vendor is required to provide cloud-hosted help desk information technology service management (ITSM) solution that includes implementation, configuration, licensing, training, technical support, and ongoing maintenance for the duration of the contract.
- Help desk and service desk management
• Incident management
• Service request management
• Problem management
• Change management
• Knowledge management
• Ticket routing and escalation workflows
• Service level agreement (SLA) tracking and reporting
• Self-service user portal
• Email-to-ticket and web-based ticket submission
• Automated notifications and communications
• Mobile accessibility for technicians and end users
- Remote monitoring and management (RMM)
• Monitoring endpoints, servers, network devices, and critical systems
• Real-time alerting and notification
• Remote desktop and remote assistance capabilities
• Automated remediation and scripting tools
• Patch management
• Software deployment and update management
• Health and performance monitoring
• System availability tracking
• Event log monitoring
- Asset inventory and configuration management
• Hardware assets
• Software assets
• Network devices
• Cloud resources
• Mobile devices
• Maintaining a centralized configuration management database (CMDB)
• Tracking asset lifecycle from acquisition through disposal
• Maintaining ownership and assignment records
• Monitoring software licensing and usage
• Generating inventory reports and audit documentation.