Specifications include, but are not limited to: Currently, WCPS uses Grouplink eHelpdesk as an on-premise helpdesk ticketing system. There are currently 45 support technicians available for ticket assignments across 37 supported sites. We currently have an Active Directory interface which allows faculty and staff to create helpdesk tickets via our network. The system suggested as the replacement should include the following features and requirements: Incident management Self-service portal Knowledgebase Multi-site support – we have 37 sites Automatic ticket generation from emailed requests Easy, comprehensive helpdesk reporting SLA management Asset inventory – both hardware and software Helpdesk utilization IT project management, or a means to map IT projects to tickets CMDB Change management Possible mobile client Ability to retain or import historical legacy data Integration with Network Management System to auto-generate tickets based on select system alerts Management reports for process improvement Both an on-site and a SaaS solution for this system will be considered. We would like to include an asset database for ticket assignment as needed. We are interested in working towards an ITIL best practices environment.