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SW-65637 - USA (Minnesota) - IT Service Management Enterprise Application Solution - Deadline February 14,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-65637

Government Authority located in Minnesota; USA based organization looking for expert vendor for IT service management enterprise application solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide IT service management enterprise application solution to manage the following IT processes: Service Level Management, Incident Management, Problem Management, Change Control, Request Management, Service IT Asset Management, Configuration Management, Knowledge Management, and Service Catalog.
- The ideal solution would be FedRAMP compliant Software as a Service (SaaS/Cloud) that would assist us in implementing the ITIL best practices for Incident, Request, Change, Asset, Knowledge, and Service Management. The County will also consider hosting the solution. The County expects the proposal to include separate line items for licensing, maintenance, implementation services and training.
A. The proposed solutions should be capable of logging calls for Incidents and Requests.
B. Provides ITIL conformance Incident management.
C. Provides ITIL conformance Request Management including the ability to support access requests (Access Management).
D. Supports self-service requests through email and web portal.
E. Provides time tracking of support resources for staff.
F. Allows defined user fields to be modified by the administrators.
G. Provides workflow requirements for multi-user approvals or complex task coordination including escalations, alerts, requests and user notifications.
H. Provides ITIL conformance Change Management with a calendar view of scheduled changes.
I. Provides an integrated, context and keyword enabled built-in Knowledge Management system.
(2) All question must be submitted no later than January 26, 2023.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Tuesday, 14 February, 2023

Question Answer Deadline : Thursday, 26 January, 2023

Category : Software, System and Application

Country : USA

State : Minnesota

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