Help Desk Software

I need to chose a new help desk software for my company. The one we are currently using is no longer being supported. Currently, I’m writing a RFI to the vendors.

I need help with the Scope of the Project? This is what I have so far.

? To provide the best support possible to the employees
? To provide IT techs the ability to monitor and record incoming technical issues
? To come to a better understanding of the vendor provided solutions to assist clients implement a single-source Service Desk Software Solution

Thank you