CSU Enterprise IT Service Management and Helpdesk System

Columbus State University is procuring a cloud‑hosted enterprise IT Service Management and Helpdesk platform to unify service delivery, asset management, and support operations campus‑wide, with integration into its Microsoft 365 environment and facilities work‑order capabilities. • Unified front‑door portal for IT and Facilities service requests, with a customizable service catalog. • SaaS solution meeting 99.9 % uptime, U.S. data residency, and required security certifications (SOC 2 Type II, ISO 27001, PCI‑DSS, HECVAT). • Asset tracking for approximately 4,000 computers, laptops, and servers, plus mobile field‑technician support. • Implementation services including migration from EasyVista, training, and ongoing support with price‑escalation caps ≤ 5 % per year. • Contract term: 1 year initial term with up to four optional one‑year renewals (maximum five years).