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Service Desk Management Software
5/15/2025
-
Miami, FL
Miami Dade College
Buyer is seeking to replace their existing service desk system with a robust cloud-based solution that streamlines support request management and enhances user experience. The new system must align with ITIL framework, allow streamlined workflows across different ticket types, and function as a SaaS/PaaS solution. Buyer requires the software to offer self-service capabilities, integration with Salesforce and other systems, and enhanced reporting and analytics.
- 4/28/2025 - Last date for questions
- 5/2/2025 - Answers to questions posted
- 5/15/2025 - Proposal Due Date
- 5/16/2025 - Performance evaluation surveys due
- 5/29/2025 - Evaluation committee meeting
- 6/5/2025 - Presentations and demos
- 6/19/2025 - Best and final offer submission
- 8/1/2025 - Contract commences
Refer to RFP
- Implement cloud-based service desk system aligned with ITIL framework
- Configure automated ticket workflows and routing rules
- Integrate with Microsoft Entra ID for single sign-on authentication
- Develop knowledge base with search capabilities and multimedia support
- Implement asset inventory and lifecycle management
- Set up customizable dashboards and reporting analytics
- Configure service level agreements (SLA) tracking with escalation
- Integrate with Salesforce CRM for data synchronization
- Provide RESTful APIs for third-party system integration
- Create separate development/testing environment for system changes
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