Description
The National Defense University (NDU) is seeking a modern, cloud-based IT Service Management (ITSM) platform to replace its existing on-premises solution. The new platform must provide reliable access for all users, support ITIL-aligned capabilities, and align with the Federal Cloud First initiative. The solution must also provide a modern, intuitive user interface, workflow automation, and real-time SLA/KPI tracking. The procurement includes maintenance, software updates, and priority access to technical support. Key requirements include:
* User accessibility from any location
* Cloud First alignment with a current FedRAMP Authorization
* Integrated ITIL-aligned capabilities
* Enterprise Service Catalog and self-service functionality
* Workflow automation and real-time SLA/KPI tracking
* API integration with M365 (specifically MS Teams)
* Modern, intuitive user interface
* Rapid ticket submission, status tracking, and communication
* Reduction of user friction and improvement of satisfaction
* Operational efficiency and sustainability