AI-Powered IT Service Management Services

Request for Quotation issued on April 15th, 2026.

Questions regarding the solicitation must be received by April 27th, 2026, at 12:00 PM EST.

Reply by date is April 27th, 2026.

This RFP seeks a provider for fully cloud-based, AI-powered information technology service management (ITSM) solutions tailored to the needs of a higher-education environment with a large user base and multiple service domains. The desired solution must deliver core ITSM functionality, including incident, service request, problem, and change management in alignment with ITIL best practices. Additional requirements comprise configurable workflows and automation, service catalog, request fulfillment, SLA management, task and project management, and robust user and agent support for at least 30 IT service agents with role-based permissions.

The solution must also incorporate artificial intelligence capabilities, such as virtual assistants and copilots for end users, AI support tools for service desk agents, and intelligent ticket categorization and prioritization. Asset and inventory management features are required to track hardware, software, and related assets, along with configurable dashboards for reporting and analytics. Secure cloud hosting and data transmission are essential components.

Vendors are expected to provide comprehensive services including initial system configuration, implementation, migration, and ongoing support to ensure successful deployment and continued operation. All questions relating to the RFP must be submitted by April 27, 2026.