Service Desk Management Software for Miami Dade College

Miami Dade College (MDC) is conducting an Invitation to Negotiate (ITN) #2025-GN-12 to procure a comprehensive cloud-based service desk management software solution to replace its existing system. The primary objective is to streamline support request management, enhance user experience, and improve overall helpdesk support processes. The solicitation requires a Software as a Service (SaaS)/Platform as a Service (PaaS) solution that aligns with ITIL framework and includes critical functionalities such as user management, ticket management, knowledge base, reporting and analytics, and asset management. Specific technical requirements include integration with Salesforce and Single Sign-On (SSO) capabilities with Microsoft Entra ID. Proposals are due by May 15, 2025, at 3:00 PM EST, with an anticipated contract commencement on or about August 1, 2025, and an initial contract term ending June 30, 2026. MDC reserves the option to renew the contract for five additional one-year terms. Evaluation criteria will focus on functional requirements, knowledge base capabilities, reporting features, integration abilities, scalability, security, and overall customer satisfaction.

The procurement encourages participation from minority and small local business enterprises, potentially creating opportunities for diverse vendors. Proposers must provide detailed pricing information, including monthly recurring costs for 200 agents, initial setup fees, implementation and training costs, and any additional fees. While no specific incumbent vendor is mentioned, the solicitation indicates a replacement of an existing service desk system, suggesting potential integration challenges. The procurement does not explicitly limit participation to specific types of organizations beyond encouraging minority and small business involvement. Though a precise budget range is not specified, vendors should prepare comprehensive proposals that demonstrate cost-effectiveness and robust technical capabilities. The contract's potential five-year renewal option suggests a significant opportunity for the selected vendor, with the initial term running through June 30, 2026, and potential extensions providing long-term partnership possibilities with Miami Dade College.