Miami Dade College is seeking a robust cloud-based Service Desk Management Software to replace its existing system. The new system should align with ITIL framework and standards, allow for streamlined support workflows, function as a Software/Platform as a Service (SaaS/PaaS) solution, ensure ease of use, automation, and self-service capabilities, and support integration with a third-party CRM (Salesforce) and other systems. The system should also provide detailed reports and analytics on ticket management and asset management. Some key features required include user management, ticket management, knowledge base, reporting and analytics, asset management, and integration requirements. • The system should support multiple user roles with configurable permissions. • The system should allow users to create support tickets through multiple channels. • The system should support automated workflows to route tickets based on predefined rules. • The system should provide customizable dashboards to provide an overview of key metrics. • The system should maintain a comprehensive inventory of all assets. The college prefers the Train-the-Trainer model for functional training and requires comprehensive training materials for administrators and support agents. The implementation plan should include project phases, milestones, and timelines, and the proposer should provide dedicated support for an agreed period after launch.