Cloud-Based Service Desk Solution

The University of Wisconsin is seeking a vendor to provide a cloud-based, SaaS service desk solution to support operations across all campuses. This solution should deliver seamless lifecycle management of incidents, including automated ticket creation, categorization, prioritization, SLA tracking, escalation workflows, and the ability to intake requests through multiple channels such as email, portal, Teams phone, and AI-powered chat.

Key requirements include comprehensive support for root cause analysis, creation and linkage of problem records to incidents, trend analysis, and management of a known error database. The system must offer a centralized, searchable knowledge repository featuring strong categorization, role-based access controls, and workflow-driven article management, as well as AI-assisted content creation, multi-channel delivery, and import/export capabilities.

Vendors must ensure the solution provides real-time dashboards indicating the status of critical systems and their impact on users, along with robust KPI tracking, SLA compliance reporting, and customizable reporting templates. Additional features should include rule-based automation for ticket routing, approvals, escalations, notifications, and mobile applications for incident logging, approvals, and dashboard access.