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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 f...
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