AI-Powered IT Service Management

Location:	South Carolina
Posted:	Apr 15, 2026
Due:	Apr 27, 2026
Agency:	State of South Carolina - State Fiscal Accountability Authority(SFAA)
Type of Government:	State & Local
Category:	R - Professional, Administrative and Management Support Services
Solicitation No:	FY26-RFQ-04
Publication URL:	To access bid details, please log in.

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REQUEST FOR QUOTATION

April 15, 2026

RFQ: FY26-RFQ-04 AI-Powered IT Service Management

REPLY BY: April 27, 2026

REPLY TO: Krista Scherpf

Senior Procurement Officer

DELIVERY DESTINATION:

scherpfk@winthrop.edu

PHONE NUMBER: 803-323-2653

EMAIL: scherpfk@winthrop.edu

INVOICE TO:

Winthrop University

Accounts Payable

125 Tillman Bldg.

Rock Hill SC 29733

PAYMENT TERMS: NET 30

SCOPE OF WORK:

1. Winthrop University is seeking quotes from qualiﬁed and experienced companies

(individually or collectively, the “Proposer”) interested in providing a

comprehensive, AI-powered IT Service Management (ITSM) platform for Winthrop

University (the “Work”). Details of the requested Work are attached hereto.

2. Bid only as speciﬁed. No substitutions will be allowed.

3. Questions: Any prospective offeror desiring an explanation or interpretation of the

solicitation, contact Krista Scherpf. Questions regarding the original solicitation or

any amendment must be received by the Procurement Officer by Thursday, April 27,

2026 by 12:00 PM EST. Questions must be submitted via email to

scherpfk@winthrop.edu.

4. Protest: If you are aggrieved in connection with the solicitation or award of the

contract, you may be entitled to protest but only as provided in Section 11-35-4210.

To protest a solicitation, you must submit a protest within ﬁfteen days of the date

the applicable solicitation document is issued. To protest an award, you must (i)

submit notice of your intent to protest within seven business days of the date the

award notice is posted, and (ii) submit your actual protest within ﬁfteen days of the

date the award notice is posted. Days are calculated as provided in Section 11-35-

310(13). Both protests and notices of intent to protest must be in writing and must

be received by the appropriate Chief Procurement Officer within the time provided.

See clause entitled "Protest-CPO". The grounds of the protest and the relief

requested must be set forth with enough particularity to give notice of the issues to

be decided. [02-2A085-2]

5. Unit price to be shown for each item or service.

6. Partial shipments/delivery will not be accepted on the speciﬁed quantity and on the

speciﬁed delivery dates listed in the delivery schedule.

REQUIREMENTS FOR AI-POWERED IT SERVICE MANAGEMENT PLATFORM

General Requirements: The awarded vendor must provide a fully cloud-based Information

Technology Service Management (ITSM) solution that supports Winthrop University’s

current and future operational needs. The solution must be designed to support a

higher-education environment with a large user population and multiple service domains.

The system must be subscription-based, scalable, and capable of supporting a multi-year

agreement.

CORE ITSM Functionality:

The proposed solution must include, at a minimum, the following ITSM capabilities:

• Incident, service request, problem, and change management aligned with ITIL best

practices

• Conﬁgurable workﬂows and automation

• Service catalog and request fulﬁllment

• Service Level Agreement (SLA) management

• Task and project management

• Knowledge base and self-service portal for end users

• Password and access support functionality

• Asset management integrated with service workﬂows

• Conﬁguration Management Database (CMDB)

User and Agent Support:

The solution must support:

• A minimum of 30+ IT service agents

• Role-based permissions for agents and administrators

• Multi-channel service request intake, including web portal access

Artiﬁcial Intelligence and Automation Capabilities:

The proposed system must include advanced AI-driven capabilities to improve efficiency

and user experience, including but not limited to:

• AI-powered virtual assistance or copilots for end users

• AI support tools for service desk agents

• Intelligent ticket categorization and prioritization

• Case summarization and insight generation

Asset and Inventory Management:

The ITSM platform must include asset management capabilities supporting at least 8,000

assets, with the ability to:

• Track hardware, software, and related assets

• Associate assets with incidents and service requests

• Expand asset capacity as needed during the contract term

Reporting and Analytics:

The solution must provide advanced reporting and analytics capabilities, including:

• Conﬁgurable dashboards

• Standard and custom reports

• Data export functionality

• Visibility into SLA performance and service trends

Cloud Hosting and Storage:

The system must be hosted in a secure, vendor-managed cloud environment and include:

• Secure data storage and transmission

• Capacity for cloud-based ﬁle attachments

• Compliance with applicable security and privacy standards

Implementation, Migration, and Support Services:

Vendors must include professional services to support implementation, including:

• Initial system conﬁguration

• Data migration from existing systems

• Knowledge transfer and administrative training

• A deﬁned number of professional service hours included with the subscription

Contract Term and Pricing Structure:

The vendor must provide pricing for a multi-year contract, detailing:

• Annual subscription costs

• Pricing stability across the contract term, unless scope of work changes

• Clear identiﬁcation of optional or additional services

BIDDING PROPOSAL/COST PROPOSAL

Line Item

Description

Cost

No.

ITSM Platform

Cloud-based ITSM platform subscription,

Access

base license

AI Service

Service desk agents, end user support

Management

Platform Agents

Additional Assets Additional hardware, software, and

devices

Advanced

Generative AI adoption, customized ITSM

Services

implementations based on ITIL best

practices, data migration, User

Acceptance Testing (UAT), advanced

reporting and analytics, customized

conﬁguration, proactive asset

management, cloud hosting and storage,

asset and inventory management

Migration Service Data migration from existing systems,

initial system conﬁguration, knowledge

transfer and administrative training,

professional service hours included in

subscription

TOTAL COST

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