The vendor is required to provide for a work management system that provides information technology service management ticketing functionalities, asset management functionalities, project management functionalities, time tracking functionalities, and workflow management functionalities.
- The solution will be utilized daily by technology staff to manage incidents, service requests, problems, changes, assets, and project work, while being used by technology leadership to manage resource capacity.
• Does not natively integrate with most third-party systems (status page applications, knowledge base applications, etc.).
• Unintuitive service level agreement (SLA) assignments/reassignments/etc., leading to inaccurate metrics.
• Convoluted parent/child relationship functionality regarding tickets, causing issues with accuracy between parent/children.
• Application lacks ticket “archive” functionality (i.e., cannot prevent closed tickets from being modified).
• Notification functionality within the application (toast, push, etc.) is non-existent.
• Notifications are limited to email only, and notification template functionality, while available, is limited.
• Offers a very basic knowledge base / article authoring functionality that does not meet organizational needs.
• User interface is frequently not user friendly and not intuitive, leading to excessive time spent navigating the application (searching for tickets, tasks, projects, etc.).
• Workflow functionality is restrictive (can’t change ticket classification during a workflow, cannot duplicate workflow steps, cannot combine workflows or migrate steps from one to another, etc.).
• “On call” functionality does not exist.
• Can only facilitate a single “type” of project (operational vs. enterprise vs. departmental).
• File management system is outdated (requires check out, download, modify, upload, check in).
• Lacks an automated retention process.
• Lacks robust reporting, analytics, and dash boarding functionality, requiring the use of external/third-party applications to accomplish basic and moderately complex reporting.
- A new work management system include:
• Service Request Management
• Incident and Major Incident Management
• Service Level Management
• Problem Management
• Change Enablement
• Asset Management
• Knowledge Management
• Service Status Page
• Project Management
• Portfolio Management
• Resource Management
• Customer Service Portal
- The modules and functionality desired in the new work management system include all the above, as well as:
• Service request/incident/problem/change
a) Ability to easily associate parent/child relationships between incidents and the ability to automatically inherit attributes (priority, SLA, etc.) from parent to child.
• Service level management
a) Ability to define operational level agreements (OLA) and the ability to associate OLAS with tickets.
b) Ability to restrict and/or prevent the removal of SLAS.
• Resource management
a) Ability to manage operational and project work specific to a department or team’s needs, while allowing for the compilation of data across the organization.
• Knowledge management
a) Automatically grade articles against organizationally defined accessibility and style requirements.
• Service status page
a) Facilitate the association of RFCS with service status notifications.
b) Facilitate the association of incidents with service status notifications.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: April 11, 2025