Cloud Enterprise IT Service Management and Helpdesk Platform

Columbus State University is seeking a cloud-hosted enterprise IT service management and helpdesk platform with service intake, asset and work-order management, implementation, integrations, training, maintenance, and support across campus departments.

Columbus State University

General

Status:Open

Solicitation Identifier:53000-eRFP-002089-2027

Due Date:Nov 03, 2026 07:00 PM

Posted Date:Oct 08, 2026 08:00 PM

Contract Period:1 year base + 4 × 1 year options

Type:Request for Proposal (RFP)

Level:State

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Original Solicitation Links

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53000-eRFP-002089-2027

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csu enterprise it service management and helpdesk system

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53000-eRFP-002089-2027

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csu enterprise it service management and helpdesk system

Contact

Name:Gypsi Alexander

Email:alexander_gypsi@columbusstate.edu

Phone:+17065078272

Address:4225 University Avenue, Columbus, GA, USA

Submission Instructions

Method:Online

Portal:https://ssl.doas.state.ga.us/gpr/eventDetails?eSourceNumber=53000-eRFP-002089-2027&sourceSystemType=jag

Description

Columbus State University seeks a cloud-hosted enterprise IT service management and helpdesk platform to unify service intake, incident and service-request management, work orders, asset management, knowledge management, reporting, automation, and self-service across University Information Technology Services, Facilities Management, University Operations, Student Administrative Services, and Printing Services. The solution must provide a single service portal with departmental data isolation, configurable workflows and service levels, mobile field support, preventive maintenance, asset and location hierarchies, cost tracking, chargeback and showback reporting, and integrations with Microsoft Entra ID, Microsoft Intune, Exchange Online, Microsoft Teams, and PeopleSoft Finance. The platform must support at least 12,000 registered users and 150 concurrent authenticated agent sessions. The selected supplier must provide software, licensing, implementation, configuration, integrations, migration from EasyVista and potentially Print Shop Pro, training, documentation, maintenance, support, and related professional services. Printing Services may be replaced or integrated with Print Shop Pro; replacement capabilities include print-order pricing, production-device differentiation, estimating, quote approval, online ordering, file upload, scheduling, invoicing, and chargeback. Responses require detailed technical, security, privacy, accessibility, implementation, support, references, pricing, and requirements-worksheet information, including a completed HECVAT and scripted demonstrations for shortlisted respondents.

Classification Codes

NAICS541513Computer Facilities Management Services

PSC7D20Hardware and software needed for delivery processes including IT Service Management (ITSM), Project Program and Portfolio (PPM), and Operations Centers (NOC, GOC). ITSM processes include incident, problem and change management services as part of the ITSM program. IT Project Management includes support for agile and continuous improvement/development (CI/CD).