The county is seeking a vendor to provide a modern, secure, and scalable IT ticketing and asset management system. This solution must deliver an integrated IT Service Management (ITSM) environment, featuring both an IT ticketing system and an asset management module designed to support the operational needs of multiple departments. Emphasis is placed on aligning the system with industry best practices such as ITIL, ensuring it integrates seamlessly with existing county infrastructure, and supporting centralized intake, tracking, and resolution of IT incidents and service requests.

Key features required include automation capabilities to minimize manual workload, robust reporting and dashboard functionalities for enhanced operational visibility, and comprehensive lifecycle management of county-owned IT assets. The system must also facilitate compliance with county audit requirements, procurement policies, and record-keeping standards. The interface should be responsive and support editing tickets and inventory, provide grid view editing, and allow for cloning and updating records. Additionally, the solution must enable multiple forms of entry—including mobile web, iOS, and Android applications—along with the ability to create requests from technician interfaces, APIs, web forms, or automated imports. Remote viewing and control of computer workstations are also necessary.

The selected vendor will provide an initial one-year contract. An optional pre-bid meeting will be held on February 19, 2026, and questions regarding the RFP must be submitted by March 3, 2026.