Specifications include, but are not limited to: Georgia Gwinnett College’s Technology Helpdesk is currently seeking to replace our current ticketing system. This system needs to be ITIL ready out of the box and is more than just a ticketing system to include change management, asset management and service portal to offer multiple services that can be tracked through resolution including self-help or knowledgebase functionality. This system needs to have ability to make customized changes with relative ease to minimize overhead for system administrator resources. We are seeking a partnership with vendor that will help our IT support staff manage all service requests more effectively and efficiently for improved customer service through the use of automated tasks and workflows. Need to move our IT department from a reactive support model to more of a proactive and prevent support model to reduce the number of resources needed to support increasing number of end users. General Requirements: All Software Solutions must meet the following Requirements: Accept Purchase Orders to process payments Annual Renewal or Subscription Cost Technical Support for Ticketing System