SW-30412 - USA (Pennsylvania) - IT and Human Resources Service Management Solution - Deadline February 14,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-30412

Government Authority located in Pennsylvania; USA based organization looking for expert vendor for IT and human resources service management solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide IT and human resources service management portal solution that is delivered under a cloud-based environment.
- IT Service Management Product to request management, track incident and request records in separate tables, have built-in graphical workflow to help automate request fulfilment, allow multiple fulfilment tasks to be assigned to multiple groups.
- Incident Management Solution has native incident management where tickets can be submitted via email, phone, or through web portal and be automatically created as tickets, provide an incident deflection mechanism that includes automatic search and presentation of knowledge articles and similar issues as the incident is being created by the end user or technician, solution can automatically route tickets to groups based on keywords in the content of the ticket, solution can automatically route tickets to specific groups based on ticket metadata, solution allows for manual assignments of tickets, solution allows for agents to collaborate through a chat window in the ticket, where the chat log will be saved within the ticket, tickets can be associated to assets, the CMDB can be accessed and searched from the ticket screen, the solution allows for tickets to be associated to each other through a parent-child relationship, the solution allows for the merging of tickets, the system supports agents tracking time on tickets.
- Asset Management Must allow asset information such as state, procurement information, contracts, depreciation, and disposal information, Solution contains native CMDB that requires no external integration to set up, The CMDB allows for the creation and management of custom asset types, The CMDB provides a way to create custom fields for certain asset types, The solution has the ability to integrate with other asset management tools to populate the CMDB, The solution allows for users to import assets via CSV or other data types manually, the solution has a client-side software that can automatically create and push asset updates from the device into the CMDB, the solution has a network scanning probe which can scan the network and discover and bring in assets in the CMDB, end users will be able to view their assigned assets on the end user portal.
(2) An optional pre-proposal conference call will be held on January 24, 2020.
(3) All question must be submitted no later than January 31, 2020.

[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 : Friday, 14 February, 2020

Pre-proposal Conference Date : Friday, 24 January, 2020

Question Answer Deadline : Friday, 31 January, 2020

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

Country : USA

State : Pennsylvania

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