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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: December 15, 2022
SUBJECT:
A Resolution to award a contract for a five-year IT Service Management (ITSM) software to Ivanti, of Salt Lake City, UT, for $391.893.39.
PURPOSE:
The City IT Department currently manages over 1,200 computing devices, much of which is done manually and in an irregular fashion. This leads to critical software update patches being missed, irregular incident response and inefficient management of the lifecycle of the computing device. The IT staff desires to implement ITSM software to improve service strategy, service design, change management, operations and continual service improvement.
BACKGROUND:
Currently IT staff utilizes a rudimentary HelpDesk ticketing system that is not capable of tracking computing devices (assets). Consequently, IT staff keeps track of devices manually which leads to inconsistent tracking of asset characteristics and phase within the system lifecycle.
The current HelpDesk ticketing system is also not capable of reporting on service level agreements - either for external vendors or internal IT staff. IT management desires to hold both vendors and staff accountable to agreed service levels and report on the effectiveness of IT staff.
Lastly remote access to computers for software repairs / configuration is done in an inefficient method today. A robust ITSM tool combined with a solid Remote Desktop Solution will solve this problem and thereby reduce the number of trips City staff need to make to IT for changes.
DISCUSSION:
The city engaged Marketplace.city to find a IT Service Management (ITSM) software provider.
Process Overview:
-- Reviewed Market Landscape with 30+ Companies
-- Created Opportunity and Scope Document based on needs described by IT
-- Posted Opportunity on Marketplace and Aurora Website ...
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