Enterprise IT Service Management and Helpdesk System

A cloud-hosted service management platform that provides one front door for the campus community, distinct and appropriately isolated work environments for each participating department, and a shared foundation of assets, knowledge, reporting, and automation underneath. The platform must integrate cleanly with the Microsoft environment already in place, must satisfy the security, privacy, accessibility, and records obligations that apply to a public institution in Georgia, and must be operable by University staff without ongoing dependence on vendor professional services.
- Solution:
• A unified service catalog and self-service portal serving as one front door for students, faculty, staff, and other authorized users, organized by what the requester needs rather than by which department resolves it.
• Departmental workspaces with appropriate data isolation, so that each participating unit controls its own workflows and queues while sharing a common platform, and so that sensitive matters remain visible only to the staff responsible for them.
• Incident, service request, problem, change, service level, and knowledge management for information technology services.
• Work order management for Facilities, Custodial, Transportation, and Event Services, including preventive and corrective maintenance, scheduling and tracking, labor and material tracking, parts inventory, service history, and mobile field use.
• Printing Services order and production management
• Asset management covering both IT and non-IT assets across their lifecycle, including relationships, ownership, and maintenance history, tied to a campus location hierarchy of building, floor, room, and asset.
• Configurable service level policies, business hour calendars, escalation rules, approval workflows, notifications, and low-code or no-code automation that departmental administrators can maintain without specialized programming.
• Knowledge management with publishing and approval workflows, search, and self-service deflection, including artificial intelligence capabilities where the University's security, privacy, accessibility, records-retention, and governance requirements are satisfied.
• Integration with Microsoft Entra ID, Microsoft Intune, Exchange Online, and Microsoft Teams. Identity and affiliation data will be sourced from Entra ID.
• Cost tracking, chargeback, and showback reporting, including a billing export suitable for posting to PeopleSoft Finance.
• Reporting, dashboards, and analytics, including direct analytical access to University data for operational, executive, compliance, and business intelligence reporting.
• Migration from EasyVista, including open and historical tickets and work orders, preventive maintenance schedules, asset records, knowledge articles, and attachments, and from Print Shop Pro where the respondent proposes to replace it. Respondents shall identify any assumptions, limitations, risks, or constraints associated with migration.
• Implementation, training, and ongoing support sufficient for the University to operate and configure the platform with its own staff.