IT Service Management (ITSM) platform
Background
The Kentucky Community and Technical College System (KCTCS) is the largest institution of higher education in Kentucky, comprising 16 colleges and over 70 campuses. KCTCS serves approximately 80,000 students and nearly 5,000 businesses annually through various educational programs. The purpose of this Request for Proposal (RFP) is to solicit proposals for a modern IT Service Management (ITSM) platform that meets the evolving needs of KCTCS's complex higher education environment, enhancing service delivery and improving user experience for faculty, staff, and students.
Work Details
KCTCS seeks a cloud-hosted ITSM platform that is a Software-as-a-Service (SaaS) solution requiring no on-premises infrastructure. The platform must comply with WCAG 2.1 AA accessibility standards. Key requirements include:
- Ease of Administration: Intuitive configuration requiring minimal technical expertise.
- Comprehensive Ticket Management: Full lifecycle tracking of tickets with history by user/device.
- Asset Management Integration: Ability to track assets associated with tickets and ingest data from Microsoft Configuration Manager/Intune.
- User Experience: Mobile accessibility for requestors and agents; support for modern browsers; flexible ticket submission methods.
- Communication & Collaboration: Proactive notifications and integration with Microsoft Entra ID.
- Knowledge Management: Integrated knowledgebase with flexible access controls.
- Security & Compliance: Support for OAuth/SAML 2.0, DKIM, and role-based access control.
- Reporting & Analytics: Customizable dashboards and reports without specialized skills.
- Service Level Management: Documented SLAs and automated satisfaction surveys.
- Interdepartmental Coordination: Ability to transfer tickets between departments.
- Programmability: Ingest REST-based APIs.
Desired enhancements include automation & AI features, remote management capabilities, advanced ticketing features, collaboration tools, onboarding/offboarding support, and project management capabilities. Comprehensive training for administrators and end-users is required.
Period of Performance
The contract will have an initial term of one year starting from the anticipated effective date in October 2025, with options for renewal based on mutual agreement.
Place of Performance
The services will be performed at various locations across the Commonwealth of Kentucky as needed by KCTCS.
Bidder Requirements
Offerors must be qualified firms capable of meeting the requirements outlined in the RFP. They must provide evidence of sufficient staffing resources, experience in similar services, financial stability, and compliance with all applicable Kentucky laws. Offerors are required to submit licenses, financial statements if requested, and disclose any conflicts of interest or legal issues that may affect their ability to perform under the contract.
