RFI for IT Ticketing and Help Desk System

LCCC is seeking information from vendors regarding an enterprise IT ticketing and help desk system that can support a broad range of operational needs. The desired solution should provide a comprehensive platform encompassing IT and campus-wide help desk ticketing, asset and inventory management, project management, contract management, and facility management. The objective is to consolidate multiple existing systems into a single, integrated solution to streamline operations, enhance workflow efficiency, and deliver a consistent user experience across the institution.

The platform should offer scalability, robust data security with FERPA compliance, and long-term maintainability. Key features include automated workflows, prioritization, escalation paths to improve response times, real-time inventory of hardware and software assets, asset lifecycle management, and tracking of warranties and maintenance schedules. Reporting and analytics capabilities are crucial for monitoring performance and supporting continuous improvement initiatives.

A cloud-hosted deployment is required to ensure reliability, scalability, and minimize on-premise maintenance. The solution must integrate with LCCC’s Single Sign-On (SSO) environment for secure user authentication, provide mobile-friendly interfaces or a dedicated app for on-the-go technicians, and offer robust integration options such as APIs to connect with core campus systems including Colleague, Microsoft Teams, and Entra. Security audit reports such as SOC 2 or ISO 27001 should be available.