ITES-2404 - USA (Arnold, Maryland) - IT Service Management Solution - Deadline March 3,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: ITES-2404

Government Authority located in Arnold, Maryland; USA based organization looking for IT service management solution.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide IT service management solution for turnkey solution including implementation services, a fully functional ITSM system and ongoing maintenance or customer support to the government authority located in Arnold, MD.
- The ITSM system must contain service desk, service catalogs, service level management, incident management, asset and configuration management, change management, problem management, project and portfolio management etc.,
- System must be fully configurable,
- Upgrades to the system must be seamless; upgrades must not require retrofitting of code,
- The portal must be user friendly and easy to use by students, faculty, staff and technicians,
- Knowledgebase articles must be easy to read and easy to update,
- AACC staff must be able to maintain and make enhancements with minimal effort. The college cannot dedicate a full-time system administrator for the solution,
- The system must clearly distinguish between incidents, requests, problems and changes. Each must have out-of-the box, configurable workflows,
- The system must be a public cloud-based, software as a service (SaaS) solution,
- System must support web and mobile device functionality. Provide a list of all web browsers and mobile device operating systems the system supports, and identify recommended browsers. Identify non-supported browsers and operating systems,
- Easy to use, customizable dashboard views of tickets, customer satisfaction surveys and other data,
- Ability to do trend analysis,
- Ability to search for a ticket using ticket number, user name or room location (classroom),
- ERP system (Ellucian colleague), client management system, email system (outlook or office 365),
(2) A pre-proposal meeting will be held on February 11,2020.
(3) All question must be submitted no later than February 20,2020.

[C] Eligibility:

Onshore (USA Only)

[D] Work Performance:

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

Expiry Date : Tuesday, 3 March, 2020

Pre-proposal Conference Date : Tuesday, 11 February, 2020

Question Answer Deadline : Thursday, 20 February, 2020

Category : Software, System and Application

Country : USA

State : Maryland

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