SW-33816 - USA (Ohio) - IS Service Management Software System - Deadline June 2,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-33816

Government Authority located in Ohio; USA based organization looking for expert vendor for IS service management software system.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide an IS Service Management system that will allow the System to manage IS processes for Incident, Request, Change, Problem, Asset, Knowledge, Service Level, Availability and Release Management.
- The ideal solution would be Software as a Service that would assist us in Incident, Request, and Asset tracking; Change, Security and Report requests.  
- The proposed solution should be capable of logging calls for Incidents and Requests.  
- Provides ITIL compliant Incident management,
- Provides ITIL compliant Request Management including the ability to support access requests (Access Management).
- Supports self-service requests through email and web portal.
- Provides Service Catalog functionality.
- Provides multi-level management approval for requests and changes.
- Provide time tracking for staff.
- Provide charge back or show back for requests fulfillment.
- Allows the user interface and record fields to be modified by the administrators.
- Provides workflows for multi-user approvals or complex task coordination.
- Provides and ITIL compliant Change Management.
- Provides built in Knowledge management system.
- Provides ITIL compliant Release and Deployment Management.
- Provides ITIL compliant Asset and Configuration Management.
- Provides ITIL compliant Service Level Management.
- Provides advanced Service management functionality (explain).
- Provides Availability Management.
- Data can be shared and transferred across record types (eg:  incident data can be populated in change record without re-entering).
- Provide a mobile interface for ticket access by field support and management.
- Integrates with Project Management tools (Currently Workfront).
- Provides robust reporting by individual ticket assignments, team, department, division or enterprise.
- Provides metrics to support Continual Service Improvement.
- Provides automated escalation of incidents and requests.
- Provides SLA tracking reporting.
- Provides Customer Survey capability with reporting.
- Ability to create child tickets from a parent ticket and maintain relationship between tickets.
- Provides access to record database for additional reporting.
- User access integration with Active Directory or ADFS.
- Includes automatic Asset discovery.
(2) All the questions must be submitted no later than May 27, 2020
(3) The contract period will be for one year.  

[C] Eligibility:

Onshore (US organization Only)

[D] Work Performance:

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

Expiry Date : Tuesday, 2 June, 2020

Question Answer Deadline : Wednesday, 27 May, 2020

Category : Software, System and Application

Country : USA

State : Ohio

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