(1) Vendor needs to provide cloud–based service desk solution.– Cloud–based Service Desk solution to enhance support operations across all campuses.– The solution must be SaaS–based, ensuring regular updates, robust security patching, and flexible licensing.– Full lifecycle management of incidents: automated ticket creation, categorization, prioritization, SLA tracking, escalation workflows, and multi–channel intake (email, portal, Teams phone, AI chat).– Root cause analysis, problem record creation, linkage to incidents, trend analysis, and known error databases.– The solution must offer a centralized, searchable knowledge repository with strong categorization, role–based access, and workflow–driven article management.– Include AI–assisted content creation, multi–channel delivery, and import/export capabilities.– The Service Desk solution shall provide real–time dashboards indicating the status of critical systems and their impact on users, comprehensive KPI tracking, SLA compliance reporting, and customizable reporting templates to meet organizational requirements.– Rule–based automation for routing, approvals, escalations, and notifications.– Mobile apps for incident logging, approvals, and dashboards.(2) All the questions must be submitted no later than December 19, 2025.