The Vendor is required to provide to enter into a forty two (42) months Jira cloud service management solution.
- Provide to leverage all features of Jira service management cloud to implement an enterprise level information technology service management (ITSM) solution in a federated information, data, and technology services delivery environment.
- Provide the following services:
• Acquire Jira cloud based ITSM solution and related add-on components
• Migrate agency projects and data into Jira cloud
• Work with agency it department to develop, document and design to-be business processes and workflows for efficient federated service delivery of information, data, and technology services for agency staff
• Implement a Jira cloud based ITSM solution with integration of existing corporate systems including azure ad, azure API gateway, SharePoint online, Microsoft teams, Microsoft power bi, and existing technology hardware and software asset inventory applications
• Establish solution operations and governance and DevOps process for continuous improvement to support the configuration changes and enhancement of services to meet evolving business needs
• Provide post go-live support, knowledge transfer and training for agency staff.
• Professional services to perform overall setup, and configure the ESM and ITSM solution and implement the integration with existing agency systems, including the integration with MS azure for single sign on (SSO), azure API gateway, MS teams, MS SharePoint online as document repository, power bi for data analytics and reporting, azure DevOps, and MS power platform (data verse).
• Professional services required to assess, plan and migrate existing projects and data, and manage the service transition and live launch.
• Professional services to perform requirement gathering and confirmation sessions, develop to-be processes, document service catalogue, and plan, configure and build, and launch corporate ITSM solution in an agile and phased approach.
• The corporate ITSM solution shall include but not limited to the following core components: service request management, incident management, problem management, change management, asset and service configuration management and knowledge management.
• Managed services - acting as a managed services provider for all for atlas Sian products including managing invoicing/billing.
• During the contract term, agency shall have the option to purchase additional quantities of licenses/subscriptions at the same unit price as identified in the price sheet, inclusive of maintenance and support.
• Provide a cloud-based hosting solution for Jira service management, ensuring high availability and scalability.
• Supporting MS azure for single sign on (SSO).
• Manage data security, backup, and disaster recovery.
• Monitor and maintain the performance of Jira cloud service management.
• Perform regular updates and patches to ensure the software is current and secure.
• Provide helpdesk service for troubleshooting and user support.
• Provide 24/7 support with defined SLAS for incident response and resolution.
• Provide clear procedures and communication channels for change requests such as process improvement opportunities and implementation of new service management sites.
• Establish a support framework, including service level agreements (SLAS) for response and resolution times.
• Provide ongoing support for new service management sites and opportunities including needs assessment, defining processes, and implementation.
• Provide knowledge experts for API integration.
• Provide knowledge experts for development and implementation of analytic reports and KPIs.
- Contract Period/Term: 3 years
- A Virtual Pre-Bid Meeting Date: March 25, 2025
- Questions/Inquires Deadline: March 31, 2025