Specifications include, but are not limited to: A long-term partner to implement and to provide a SaaS environment for an ITIL-based Enterprise Service Management (EMS) solution. The ESM implementation will involve multiple departments across the organization. The ESM solution must serve individual department needs while maintaining interdepartmental functionality. The ESM will consolidate support services for current students and employees in a single, customer friendly, web-enabled customer support portal. Students and employees-as-end-users will have a virtual one-stop location for accessing customer support services thereby improving user convenience and overall satisfaction of services. The initial term of this Request for Proposal (RFP) is 3 years. The winning Vendor shall have first option to propose contract extensions and additional related services for up to a maximum of 10 years. At a minimum, VCSU will need licensing with chat functionality for 60-80 employee agents by the end of the first year. Additional components VCSU is interested in include the following: a) licensing for 25 student agents, 2000 item asset inventory, integration with a Cisco IP phone system, and possibly use within Admissions and Facility Services. Facility Services will include additional assets and up to 30 additional non-chat agents.
