Delaware State University is soliciting proposals for IT Service Management (ITSM) Platform . Please review the scope of work. 1. Project Overview The goal is to modernize IT operations, improve service delivery, and align IT services with business objectives through a scalable, ITIL-aligned platform. 2. Project Objectives • Deploy a robust ITSM platform with out-of-the-box ITIL processes • Enable self-service and automation to reduce ticket volume • Integrate with enterprise systems (Banner ERP, Active Directory, Microsoft 365, DUO, Azure,) • Provide actionable insights through analytics and reporting • Ensure scalability, security, and compliance 3. Scope of Services • Vendor must provide: o Licensing and provisioning of the ITSM platform o Configuration of core and optional modules o Integration with existing tools and systems o Data migration from legacy platforms o User training and change management o Post-implementation support and optimization
