The University of Georgia Enterprise Information Technology Services (EITS) is seeking an experienced vendor to provide a unified, enterprise-level ITSM/ESM service-ticketing solution. The solution should be able to manage a range of needs, from incident management to project management, and offer multi-tenant instances for cost-recovery clients. The vendor should have experience implementing comprehensive solutions covering ITSM, PPM, workflow, integration, and conversational AI, specifically in higher education environments of similar size and complexity. • The solution should have incident, problem, change, and request management capabilities • The solution should have asset and configuration management database (CMDB) capabilities • The solution should have service catalog and request fulfillment capabilities • The solution should have project management features and integration • The solution should have knowledge management system capabilities • The solution should have service level management and reporting capabilities • The solution should have multi-tenant architecture capabilities with data isolation