SW-21213 - USA (Virginia) - GLOBAL - RFI for Technology Support Requests Software - Deadline January 30,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-21213

Government Authority located in Virginia; USA based organization looking for expert vendor for technology support requests software.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide technology support requests software.
• Self-service portal for submitting, monitoring, and reviewing historical issues with user friendly and clean interface. Portal to include dynamic functionality to include guiding users through knowledge base articles related to reported issue to allow users the opportunity to resolve their own issue and, if appropriate, automatically pulling asset information into submitted issues.
• Searchable knowledge base portal for internal and external users using keywords.
• Customizable forms, notifications and escalation capabilities. Ability to set notification email preferences by user profile.
• Robust and easy to use reporting engine to develop and customize reports and dashboards.
• Service Level Agreements
• Customizable workflows and automation functionality to include staff onboarding/off-boarding, issue assignments, and task management.
• Incident Management to include classifying incidents as global issues and ability to communicate known global issues through a banner or ticker on portal.
• Service Request Management
• Problem Management to track and facilitate root cause analysis and resolution to recurring incidents.
• Change Management to include ability to classify changes (standard, minor, major), approved change request calendar, pre-set blackout calendar dates, change approval board.
• Asset Inventory to include hardware/software maintenance and license management.
• The ability to track and search open/closed vendor tickets by using a customized unique field to link internal issues to vendor issues and create associated dashboards and reporting.
• Mobile (iOS and Android) Apps to include functionality to show in real-time if Technology staff are available in the physical location where an issue is being reported like an in/out board to allow for quicker service.
(2) All questions must be submitted no later than January 22, 2019.

[C] Eligibility:

Global (World-wide)

[D] Work Performance:

Global, companies from all over the world can apply for this. However, meetings can be conducted via ONLINE conference calls.

[E] Proposal Submission:

Proposal can be submitted via E-mail.

Expiry Date : Wednesday, 30 January, 2019

Question Answer Deadline : Tuesday, 22 January, 2019

Category : Software, System and Application, Global

Country : USA

State : Virginia

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