North Carolina is seeking a vendor to provide a comprehensive cloud-based IT asset and service management solution. The proposed system must deliver both IT Service Management (ITSM) and IT Asset Management (ITAM) functionalities, supporting a wide array of features such as incident, problem, change, and release management, asset tracking, service level agreements, knowledge management, and robust reporting tools. The solution should operate entirely in the cloud without the need for local servers and allow dashboards to be customized by administrators.

Key requirements include a unique system for tracking problems separately from incidents, automation capabilities with time-triggered actions, custom ticket views for agents, customer service call tracking, a ticket activity log, detailed release scheduling, and assignment of assets to specific users. The solution should support end-user satisfaction reporting, ad-hoc and scheduled data exports, and provide a user-friendly web interface compatible with Google Chrome, Microsoft Edge, and Safari browsers.

Vendors must demonstrate their ability to ensure a complete and seamless migration from the existing Fresh Service platform, including the transfer of all historical data. The resulting contract will span three years. All vendor questions must be submitted by January 15, 2026.