Colorado Mountain College’s Central Services located at 802 Grand Ave., Glenwood Springs, CO is requesting quotes from qualified firms and/or individuals to provide a software solution to support the IT Service Desk.
SPECIFICATIONS
Required Features and Functions
1. Common IT Service Management features supporting IT Service Desk, Incident, Problem, Change, Service Level, and Project Management uses.
2. Specific features:
a. Parent/child tickets for handling issues reported by multiple parties or workflow scenarios
b. Ability to identify and combine duplicate tickets
c. Ability to create and manage ticket queues for groups of technicians or teams
d. Ability for Service Desk and managers to see all tickets
e. Selective auto-routing
f. Ticket templates for common requests and responses
3. Integrated knowledge base including:
a. Ability to suggest articles at all phases of ticket creation and handling
b. Ability to create new article based on ticket resolution
c. Ability to suggest edits and track changes on articles
4. General purpose ticketing with reasonable separation for non-IT departments such as:
a. Institutional Research
b. Facilities
5. Modern, web-based client, agent, and administrative interfaces
a. Must not depend on Flash, Java, or other browser plugins
b. Mobile responsive design
c. Optional but preferred: Mobile app for iOS and Android
6. Directory synchronization and single sign-on
a. Preferably via Microsoft Azure Active Directory
7. Email integration for client and agent ticket notifications and management including:
a. Deep links
b. ‘One-click’ actions
c. Replies added to ticket notes/events
8. Robust reporting
9. Robust search
Technical/Security Requirements
1. Platform: Proposed systems and services must be cloud hosted and maintained by the supporting vendor.
a. On-premises software agents or other small components are acceptable.
2. Encryption: SSL/TLS encryption will be used for all communications. Data transmitted across networks must be encrypted.
3. Compatibility: Any system or service proposed should be compatible with the following applications, systems, and platforms:
a. Microsoft Azure Active Directory
i. SSO
ii. Directory synchronization (on-premises Active Directory acceptable)
b. Microsoft Exchange Online
c. Microsoft 365 Apps (current versions) and Office 2019 suites
4. Optional Integrations: Integration with one or more of the following is desirable but not required.
a. Cisco Unified Communications suite
b. Cisco Webex
i. Meetings and/or Messaging
c. Microsoft SharePoint Online
d. Microsoft Intune and/or Endpoint Configuration Manager
e. JAMF Pro
TIMELINE
For a July 1, 2021 start date.
