Technology ITSM & ITAM System

Location:	North Carolina
Posted:	Jan 22, 2026
Due:	Feb 5, 2026
Agency:	Guilford County Schools
Type of Government:	State & Local
Category:	A - Research and development J - Maintenance, Repair, and Rebuilding of Equipment
Solicitation No:	6797
Publication URL:	To access bid details, please log in.

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Direct all inquiries to:

Technology RFPQ

techrfpq@gcsnc.com

GUILFORD COUNTY

SCHOOLS

Request for Proposals

Addendum #1

1/22/26

Purchasing Department

714 Green Valley Rd

Greensboro, NC 27408

Request for Proposals: #6797

Proposal due date: February 5, 2026

Commodity: ITSM & ITAM

NOTICE TO BIDDERS

Please be advised that this document serves as Addendum #1 for RFP# 6797, ITSM & ITAM.

Questions received from potential bidders have been consolidated to reduce duplicate

questions. They are in no particular order.

Q1 – Appendix A – User Requirements. Please provide context for this requirement: "

Administrators can Assume Identity of user with associated logging." Will being able to switch

to the same role be sufficient (all permissions are controlled by role)?

A1 – We commonly use the Assume Identity feature to test user permissions. Switching to the

same role would suffice for most activities, however the Assume Identity function is preferred.

Q2 – Appendix A – Incident Management Requirements. "Agent Custom Ticket Views": Does this

mean forms for the various record types which can be modified in support of the various

support teams, so they don't see unnecessary data? Or user forms vs analyst forms? Or both?

A2 – Custom Ticket Views references the ability for an agent to create their own view or

dashboard of tickets. E.g. one agent may have Ticket#, Site, and Submitted Date on their view

while another agent could have Site, Last Response Date, and Status on their view.

Q3 – Appendix A – Incident Management Requirements. Please explain what "Agent Scenarios"

means, an example would be fantastic.

A3 – Agent scenarios would act like a macro. E.g. a scenario would put a description into the

ticket, set the status, and send a reply to the requester.

Q4 – Please provide the number of assets which will be managed (computers, servers, switches,

etc.).

A4 – 250,000 to 300,000.

Q5 – How many of your agents are in the system full time? Is there a subset of agents that could

share “Concurrent Analyst” licenses? If so, please provide details.

A5 – Our agents all work the same hours so all would be full time.

Q6 – In Appendix A Requirement Response, under Service Management Requirements, can you

please explain what you mean by User Website "Shopping" experience?

A6 – The user would see catalog items (hardware, software, password reset, device wipe, etc.) in

a searchable view similar to an Amazon shopping experience with categories, icons, and

descriptions that enable the easy finding of appropriate items/requests.

Q7 – For asset management: are you tracking both hardware and software assets?

A7 – We currently only track hardware assets. The ability to track software is desirable.

Q8– Do you need full lifecycle tracking (from procurement to retirement)?

A8 – Yes. Upon retirement it would be ideal to be able to archive the asset for future reporting

needs, but not necessarily for active use in the system.

Q9 – How many items do you have in your product catalog?

A9 – Our hardware catalog currently includes 468 products. Our service catalog currently

includes 133 services. Both catalogs are expected to increase.

Q10 – What specific modules and features are currently used in FreshService? (E.g., Incident,

Request, Asset, Change, Knowledge, etc.)

A10 – Incident, Service Request, Problem, Change, Inventory, and Knowledge Base.

Q11 – What is the volume of historical data to be migrated from FreshService?

Ticket count (incidents, requests), knowledge articles, assets, users, attachments?

A11 – 250,000 assets, 80,000 users, 100,000 tickets.

Q12 – Are you expecting full historical data migration or limited to open tickets and key records?

A12 – Last year of tickets (open and closed), all assets.

Q13 – Is there any existing asset discovery tool in use today (e.g., SCCM, JAMF)? If so, how is it

currently integrated with FreshService?

A13 – SCCM, JAMF, and GAC. No direct integration at this time, however this is desired very

soon.

Q14 – Can you confirm the definition of an “Agent” in your context?

(Does it include all technicians or only Tier 1/2 support?)

A14 – All technicians.

Q15 – Are the 10,000 staff users and 70,000 students all expected to have access to the self-

service portal, or only a subset?

A15 – All would have access to the self-service portal.

Q16 – Are any departments or user groups outside of IT (e.g., Facilities, HR, School Safety)

expected to use the system during Phase 1?

A16 – Phase 1 would include IT, Academics/Blended Learning, Student Information, and School

Safety.

Q17 – Please confirm which systems must be integrated and whether APIs or database-level

access will be available: Microsoft Entra ID / Active Directory (for SSO and user sync), JAMF,

Mosyle, SCCM, Google Admin Console, Asana (for project management), Microsoft Teams (for

ticket creation/chatbot)?

A18 – Active Directory (database-level), SCCM, GAC and JAMF (database-level), Asana (limited

database-level and API), Teams (limited database-level and API). Mosyle is not used at this time.

Q19 – Are there any integration preferences (e.g., API-only, no on-premise connectors)?

A19 – All forms of integration will be considered.

Q 20– Can GCS support deployment of a MID Server if required for integrations with on-prem

systems?

A20 – Yes, if needed.

Q21 – Do you have internal resources (Project Manager, SME, admin) allocated for the

implementation phase (May–June 2026)?

A21 – We will provide an internal Project Manager and Integration Coordinator as well as

Customer Service staff members.

Q22 – Do you anticipate a need for parallel production environments or sandbox/test tenants

beyond UAT and Dev?

A22 – A sandbox/test ability is preferred after UAT and Dev. A parallel environment to our

current system will be needed until UAT and Dev.

Q23 – What are your expectations for post-go-live hypercare support duration and scope?

A23 – Please refer to Service Requirements, Support.

Q24 – Regarding Facilities Management and School Safety: What functionality is expected (e.g.,

incident tracking, emergency response workflows, space management)? Are you currently using

another system for this?

A24 – School Safety generally uses the same types of tickets as IT. Facilities Management would

need incidents, inventory, and preventative maintenance.

Q25 – For the optional HR module: What HR processes are in scope (e.g., onboarding, case

management, employee inquiries)? Is integration with an HRIS (e.g., PowerSchool, Workday,

SAP) expected?

A25 – Onboarding, employee inquiries and requests, forms. Integration with Oracle Cloud HR

systems.

Q26 – What specific use cases are you envisioning for Artificial Intelligence / Machine Learning?

(E.g., Virtual Agent, auto-categorization, KB generation, ticket deflection?)

A26 – Ticket assignment, categorization, knowledge base suggestions are the initial ideas for AI.

Ideally, ability to train and/or develop integrated AI agents within the platform for increased

functionality.

Q27 – Do you expect a chatbot or virtual agent integrated with MS Teams or a web portal?

A27 – This feature would be ideal to assist with self-service for users.

Q28 – What reports or dashboards are currently in use and considered “critical”?

A28 – Tickets (overdue, resolution and response tracking, assignment), Assets (inventory, end-

of-life, warranty, location, assignment).

Q29 – Are there compliance reporting requirements (e.g., for SLAs, privacy audits, state/federal

education boards)?

A29 – Although there are no current requirements, this feature is highly desired.

Q30 – Does GCS require data residency or specific compliance certifications (e.g., FERPA,

COPPA, SOC 2, FedRAMP)?

A30 – We are subject to COPPA and FERPA. If there is a connection to our Student Information

System (Infinite Campus) additional requirements from NC Department of Public Instruction will

need to be met. We do not foresee this connection, but as we implement, we may find different.

Q31 – Should domain separation or multi-tenancy be considered for departments or schools?

A31 – No.

Q32 – Are Facilities and HR modules to be priced separately even if partially available in the core

platform?

A32 – If optional modules are included in the base pricing, then separate pricing is not required.

This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.