Hosting Requirements • The solution must be hosted entirely within the contiguous United States (lower 48 states). • No data or services may be hosted or replicated outside the lower 48 states to ensure compliance with local data residency preferences. • The vendor must provide documentation verifying the physical location(s) of data centers used for hosting. 2.2 Authentication • The ITSM system must integrate seamlessly with Microsoft Entra ID (formerly Azure Active Directory) and on-premises Active Directory for user authentication. • Support for sign-on using the City’s existing Entra ID/Active Directory infrastructure is mandatory. 2.3 Ticketing Functionality • The system must support multiple ticketing queues to accommodate various departments (e.g., IT, Utilities, Ports) and workflows. • Users must have the ability to create tickets on behalf of other users, with clear attribution to the submitting user and the affected user. • Ticket creation must include customizable fields, priority levels, and status tracking. • The system should provide automated notifications and escalation rules based on predefined criteria.
