SW-27632 - USA (South Carolina) - ITSM System Solution - Deadline October 15,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-27632

Government authority located in South Carolina; USA based organization looking for expert vendor for ITSM system solution.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide Information Technology Service Management (ITSM) solution that are needed to achieve service management success across the IT division.
- The current product includes ticketing, a knowledge base repository, knowledge management, asset tracking, project intake, and analytics.
- These departments include IT Support Services, Teaching and Learning Team HD, Enterprise Applications Management, Infrastructure, and the Portfolio Management Office. The current solution also contains applications specifically for IT-Information Security and Public Safety. Additionally, faculty, staff, and students will continue to use the solution moving forward
• Administration and Managing: -
o Changes in the current ITSM solution to Bio-Demo (Biographical/Demographic) information about employees/students is overwritten through the daily batch process;
o Service Level Agreements (SLAs) were not adequately emphasized during the original solution implementation and, as a result, not all IT teams have taken advantage of this tool causing some service request/incident forms to be missed or delayed for response.
o Orphaned service request/incident forms are sometimes missed due to things such as assignment to the wrong group, incorrect service requested, etc.
o There is no delegated authority (assigning permissions, managing workflow, etc.) for what managers can do within their own group as far as creating service request/incident forms, adding workflows, etc.;
o For Outlook on Macs: When a user submits a ticket, the ticket is sent to the assigned resource and appears in the inbox of the address they used when submitting the ticket request.
• User Experience: -
o System lacks real time AI for monitoring trends which would prevent “incidents” that may be reported by multiple people at the same time, which turns into a “problem” (a ‘problem’ allows management of duplicate incidents with one problem ticket)
• Analytics: - Trend reporting is limited (i.e. trend reporting provides a snapshot into all of the ways and times employees have needs from your service desk. These patterns will help you determine areas for improvement, including how to best utilize the service providers on your team)
• Asset Management: -
o No firm authoritative source for asset management documentation; no SOR (system of record), currently Aim, Banner, and others contain aspects of asset management.
o Microsoft’s System Center Configuration Manager (SCCM) for software assets is a tool that does not communicate with the current ITSM solution.  • Knowledge Base: - The user interface is cumbersome; Knowledge Base data is not presented well with lots of clicking and scrolling required
o Although IT dedicated a lot of time and resources to building out a robust knowledge base, communication to end users was not sufficient. Therefore, the knowledge base sees limited use.
• Opportunities: - Provide accurate and efficient reports to all users’ dashboards.
• Provide trend reports for a variety of high-level planning activities: projects, resource management, asset management, incidents/problems (type, frequency).
• Provide visual modeling tools that have collaboration, version control, and are easy to use
• Improve the quality of responses to incidents reported
• Create efficiencies within the processes for IT staff
• Provide transparency for all IT work
• Promote collaboration with end users for all areas of IT
• Offer KCS based knowledge base articles
• Encourage self-support opportunities
• Support data driven IT decisions through strong analytics capabilities
- For more information you download document.
(2) A pre proposal conference will be held on September 23, 2019.
(3) All question must be submitted no later than September 25, 2019.

[C] Eligibility:

Onshore (USA Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Tuesday, 15 October, 2019

Pre-proposal Conference Date : Monday, 23 September, 2019

Question Answer Deadline : Wednesday, 25 September, 2019

Category : Software, System and Application, IT Services (Computer Maintenance and Technical Services)

Country : USA

State : South Carolina

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