IT Service Management and Customer Relationship Management Solutions

The Vendor is required to provide IT service management (ITSM) and customer relationship management (CRM) solutions for include:
- IT service management perspective is the delivery of quality and reliable end-to-end IT services using best practice frameworks for IT service delivery and support so the right processes, people, tools, and technology are in place to support.
- The project will procure, implement and configure a solution that utilizes the ITSM framework that focuses on service management functions like the service desk, technical management, applications management, and IT operations.
- All of these are essential:
• Incident management
• Problem management
• Change management
• Release management
• Project management
• Software license management
• Contract management
• Approval workflows
• Business management
• Business hours
• Portal customization
• MSP mode
• On call management
- CRM for sales, marketing, and support teams to support edlink18 operations.
- The project will procure, implement and configure a solution that utilizes a unified CRM solution that integrates with the ITSM solution provided with this project.
- All of these are essential:
• 360-degree view of customer’s information
• Email and zoom integrations
• Workflows
• Multiple sales pipelines
• Product catalog
• Configure price quote
• Robust API access
- Objectives
• To obtain an integrated ITSM and CRM solution
• To obtain system administration training for IT support staff
• To establish a maintenance and technical support program for the ITSM and CRM suite
• Improve customer-facing IT service support and delivery to the agency 18 user community
• Improve workflow and collaboration across IT teams
• Implement knowledge management; solutions are documented and shared
• Improve traceability of services, incidents, and problems from initiation to resolution
• Reduce duplication and minimize redundant costs and effort across IT teams.