Description
Winthrop University seeks a cloud‑based, AI‑enhanced IT Service Management (ITSM) platform on a subscription basis to support its campus IT operations. The solution must include core ITIL‑aligned processes, AI‑driven virtual assistants for end‑users, AI tools for service‑desk agents, asset management for at least 8,000 items, and support for 30+ service agents. The vendor must also provide implementation, data migration, training, and a defined number of professional‑service hours as part of the subscription. No partial deliveries or substitutions are allowed, and pricing must be stable over a multi‑year term.
• Fully cloud‑hosted ITSM platform with incident, request, problem, change, and SLA management.
• AI‑powered virtual assistants and automation for ticket categorization, prioritization, and summarization.
• Support for ≥ 8,000 assets and ≥ 30 service agents, with scalable capacity and configurable reporting dashboards.
• Included implementation, migration, knowledge transfer, and professional‑service hours.
• Subscription pricing with annual fees; NET‑30 payment terms; no partial shipments or substitutions permitted.