Specifications include, but are not limited to: AACC would like to enhance its current processes and systems by adopting an Information Technology (IT) Service Management (ITSM) approach. The college’s technology departments currently utilize the Heat Call Logging system (version 9.7.5). It is an on premise, Help Desk solution that has been heavily customized over the years. The system has served the college well for over fifteen (15) years. The Heat system is reaching end of life and the college is planning to replace the system and enhance processes. The purpose of this Request for Information is to gather information in order to determine what solutions are available to the College. The college is requesting information as to system functionality, features and implementation approaches/solutions.