Service, Asset, and Project Management Software

The Vendor is required to provide a new IT Service Management (ITSM), IT Asset Management (ITAM), and Project Portfolio Management (PPM) solution that will empower the organization to improve the management of resources, assets, services catalog, request management, and project portfolio process in a manner that is consistent, reliable, transparent, sustainable, measurable, and aligned with County operations.
- The solution should assist with advancing agency towards greater organizational maturity in ITIL, ITSM, ITAM, and PPM standards for the County through the application of information Technology Infrastructure Library (ITIL) (ITSM) (ITAM) and Project Management Institute (PMI) service delivery and management principals.
- The future County-wide use case may evolve to a holistic service management, County project portfolio management solution, and physical asset management, centralize self-service portal for employees and public, and the other core functions.
- To streamline the County service and project management processes from start to finish, a single system with a common well-structured intake process that includes task assignments, workflows, and approvals may help reduce the multiple steps, communication back-and-forth, documentation storage, and approval processes.
- Objectives
•    Receive ITSM, ITAM, & PPM solution proposal(s) matching agency requirements
•    Receive contact information from solution providers for future detailed functional and technical requirements and costs / fee proposals
•    Acquire an ITSM, ITAM, & PPM solution that meets the County’s Solution Requirements
•    Obtain planning, training, configuration, implementation, production deployment, and professional services
•    Obtain system administration training for Information Technology (IT) staff
•    Implement service desk, advanced self-service portal, including potential self-help agent and knowledge management
•    Establish a maintenance and technical support for the ITSM, ITAM, & PPM suite
•    Improve IT service support and delivery to County users
•    Improve workflow and collaboration across County teams
•    Improve traceability of service requests, incidents, problems, assets, and projects from initiation to resolution / completion
- Information Technology Operations Management (IT Ops)
•    IT Account & Controls Management
•    IT Budget, Contracts, Procurement, & Vendor Management
•    IT Communications
•    IT Compliance Management
•    IT Contingency & Disaster Recovery Planning
•    IT Data-driven Decisions, Dashboard, & Reports
•    IT Governance & Operations Management
•    IT Policies & Procedures
•    IT Project Portfolio & Change Management (PPM)
•    IT Records Management
•    IT Resources, Staffing, & Capacity Management
•    IT Risk Management
•    IT Security & Vulnerability Management
•    IT Service & Incident Management (ITSM)
•    IT Strategic Planning
•    IT Training
- Online Communication - The system shall provide the ability for County staff to communicate with requesters and team members to gather additional information, determine requirements, determine timelines, provide resolution, provide status updates, etc.
- Workflow Automation - The system shall have built-in workflow functionality to route requests and approvals. Updates, notifications, and task tracking shall be provided
- Reporting - The system shall provide reporting capabilities including standardized and customized reports. The system shall have the ability to generate reports, dashboards, project documents, etc.