Greenwood Independent School District Ionwave #R18-2026-07-000063

Region 18 ESC Solicits Integrated ITSM and CRM Solutions for EDLINK18

Region 18 Education Service Center (ESC), acting as fiscal agent for the EDLINK18 technology consortium, is seeking proposals for integrated IT Service Management (ITSM) and Customer Relationship Management (CRM) solutions. - Government Buyer: - Region 18 ESC (on behalf of EDLINK18) - Products and Services Requested: - Minimum 78 ITSM agent licenses (for service desk and ITSM software) - Minimum 15 CRM agent licenses (for CRM software) - Asset management licenses (current use: 5,000) - Professional services for implementation and configuration of ITSM & CRM solutions - System administration training for IT support staff - Ongoing maintenance and technical support - Unique or Notable Requirements: - Integrated ITSM and CRM solution with native integration - Features required: service desk, asset management, contact/account/deal management, multiple sales pipelines, workflow automation, branded document generation - Vendors must have at least five years of ITSM software and professional services experience - Security certifications required: TX-RAMP, FedRAMP, or StateRAMP - Current ITSM solution is Freshservice (referenced as incumbent) - Contract term is three years, paid annually, with options to add more licenses during the contract

Description

Region 18 Education Service Center (Region 18 ESC), on behalf of EDLINK18, is soliciting proposals to supply service desk and customer relationship management solutions. The solicitation seeks qualified suppliers to enter into an agreement for a complete line of Technology Products, Services, Solutions, and Related Products and Services. The goal is to establish a contract through competitive negotiation for the provision of these services to EDLINK18. Proposals must be submitted electronically through the Region 18 eBid website by August 5, 2026, and faxed or emailed submissions will not be accepted.

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