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TO: Mayor Richard C. Irvin
FROM: Michael R Pegues, Chief Information Officer
Jeff Anderson, Deputy Chief Information Officer
Erick Davis, IT Service Desk Coordinator
DATE: August 29, 2024
SUBJECT:
A Resolution to amend an existing contract for a five-year IT Service Management (ITSM) software to Ivanti, of Salt Lake City, UT, for $129,483.05 and implementation services to Latest Solutions, San Francisco, CA, for $29,700.
PURPOSE:
Resolution R23-004 awarded a contract to Ivanti for an ITSM solution for the IT Department. This amendment will provide additional licenses for use by HR and Public Facilities departments.
BACKGROUND:
Ivanti was originally purchased to process IT Service Desk tasks. After good success for IT, HR onboarding and offboarding tasks will be added. Additionally, the SharePoint-based Public Facilities ticketing system will be migrated to Ivanti. Moving these two service groups to Ivanti will provide a single system of record for 3 of the major service organizations within the City. Ivanti will be utilized to track service requests from City Staff.
By moving to a centralized management platform, the City will reduce systems needing to be supported and provide a consistent user experience whether seeking IT support, HR assistance or help from Public Facilities. With all tickets tracked in one system, more comprehensive reports and analytics can be provided across service organizations. This provides better insights into service performance, common issues, and areas for improvement across all departments.
DISCUSSION:
Resolution R32-004 allowed for 15 IT licenses at an annual fee of $58,398.68.
This resolution will upgrade the initial 15 licenses to Enterprise licenses as well as add 10 more Enterprise licenses to ensure adequate licensing for all three departments.
For 2024, the additional costs of these licenses will be prorated to $15,018.05, bringing the total for 2024 to $73,416.73. Licensing costs for each additional year will increase $38,155.00 for a new annual fee of $96,553.68.
Implementation, configuration and training services will be provided by Ivanti named partner Latest Solutions with a one-time fee of $29,700.
A budget amendment was submitted to ensure funds are available in Account 101-1280-419.38-11 - Computer Software - and Account 101-1280-419.32-80 - Consulting Fees - for this purchase.
IMPACT STATEMENT:
Presently tools utilized by IT, HR and Central Services staff to manage inbound requests is neither flexible nor sustainable. A centralized ticketing system will increase efficiencies for all three service areas.
RECOMMENDATIONS:
Request the proposed resolution be adopted.
cc: Finance Committee
CITY OF AURORA, ILLINOIS
RESOLUTION NO. _________
DATE OF PASSAGE ________________
title
A Resolution to amend an existing contract for a five-year IT Service Management (ITSM) software to Ivanti, of Salt Lake City, UT, for $129,483.05 and implementation services to Latest Solutions, San Francisco, CA, for $29,700.
body
WHEREAS, the City of Aurora has a population of more than 25,000 persons and is, therefore, a home rule unit under subsection (a) of Section 6 of Article VII of the Illinois Constitution of 1970; and
WHEREAS, subject to said Section, a home rule unit may exercise any power and perform any function pertaining to its government and affairs for the protection of the public health, safety, morals, and welfare; and
WHEREAS, as part of its Technology Strategic Plan, the City of Aurora is identifying and replacing its outdated and underperforming systems; and
WHEREAS, after good success for IT, HR and Public Facilities ticketing systems will be migrated to Ivanti; and
WHEREAS, additional licenses are necessary to allow HR and Public Facilities to utilize the Ivanti system; and
WHEREAS, for 2024, the additional costs of these licenses will be prorated to $15,018.05, bringing the total for 2024 to $73,416.73; and
WHEREAS, Licensing costs for each additional year will increase $38,155.00 for a new annual fee of $96,553.68; and
WHEREAS, implementation, configuration and training services will be provided by Latest Solutions; and
WHEREAS a budget amendment was submitted to ensure funds are available in Account 101-1280-419.38-11 - Computer Software - and Account 101-1280-419.32-80 - Consulting Fees - for this purchase.
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Aurora, Illinois, as follows: the Director of Purchasing is hereby authorized to issue purchase orders for services described in this resolution and as more fully set forth in the contract attached hereto.