The Vendor is required to provide information technology service
management solutions available for post-secondary institutions.
- Service and Asset Management tool is nearing its
end-of-life, making it essential to maintain a sustainable and high-quality
level of service for users. While the preferred solution is a SaaS (Software as
a Service) model, on premise options will also be considered
- The solution should include modules for Service Desk,
Incident Management, Change Management, Problem Management, Knowledge
Management, Service Catalogue, Self-Service Portal, Configuration Management
Database (CMDB), SLA Management, and Reporting and Analytics.
- Integrations
• Must support single sign-on with Microsoft Entra.
• Should offer integration capabilities with call center
systems and systems.
- Consulting/ professional services
• Ensure seamless data migration from the existing service
management system to the new system.
• Provide comprehensive training and role-specific
documentation for user
- Workflow management
• Allow it administrators to create custom forms and
workflows tailored to the needs of individual departments.
- Detailed search capability
• Support both simple and advanced search functionalities.
• Enable the creation of ad-hoc searches as needed.
- Comprehensive request history
• Provide a detailed history for service requests,
incidents, and change requests, including status changes, team/assignee
changes, email correspondence, customer requests, notes and etc.
- Reports and dashboards
• Include pre-built reports for identified modules.
• Allow the creation of custom reports for stakeholders.
• Offer easily customizable dashboards for visualizing key
performance indicators and relevant data analytics.
- Service catalogue
• Support the creation and maintenance of service
catalogues for multiple departments.
• Include features such as service descriptions, service
levels, service bundles, and role-based views for students, employees, or it
personnel.
- Problem management
• Enable the creation and management of problem records.
• Provide functionality to link problems to incidents, displaying
known solutions, workarounds, and errors.
- Knowledge management
• Develop and maintain a centralized knowledge base to provide users
with solutions to common issues or problems.
