CSU Enterprise IT Service Management and Helpdesk System

Columbus State University is seeking a cloud‑hosted Enterprise IT Service Management (ITSM) and Helpdesk platform to unify service delivery, asset management, and support operations across the campus. The solution must support approximately 12,000 end users and at least 150 concurrent support agents, integrate with Microsoft 365, Azure AD (Entra ID), Intune, Teams, Exchange Online, and PeopleSoft Finance, and provide full lifecycle services including licensing, implementation, data migration, training, and ongoing support. The contract is initially for one fiscal year with up to four optional one‑year renewals at the university’s discretion. Vendors must be registered in the GA@WORK Marketplace, comply with Georgia’s standard terms, and submit a complete cost worksheet and required certifications. • Cloud‑SaaS ITSM/Helpdesk platform with ticketing, asset management, knowledge base, AI assistance, and reporting. • Mandatory integration with Microsoft 365 suite and PeopleSoft Finance charge‑back export. • Required services: implementation, configuration, data migration (including EasyVista and Print Shop Pro), training, and 24/7 support. • Contract term: 1 year plus up to four one‑year renewal options; no guaranteed volume.