SW-28613 - USA (Maryland) - RFI for Help Desk System - Deadline November 5,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-28613

Government Authority located in Maryland; USA based organization looking for expert vendor for help desk system.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide help desk systems for the replacement of our current IT help desk system for the city county public schools. Both an on-site and a SaaS solution for this system will be considered. We would like to include an asset database for ticket assignment as needed. The system suggested as the replacement should include the following features and requirements:
• Incident management
• Self-service portal
• Knowledgebase
• Multi-site support – we have 37 sites
• Automatic ticket generation from emailed requests
• Easy, comprehensive helpdesk reporting
• SLA management
• Asset inventory – both hardware and software
• Helpdesk utilization
• IT project management, or a means to map IT projects to tickets
• Change management
• Possible mobile client
• Ability to retain or import historical legacy data
• Integration with Network Management System to auto-generate tickets based on select system alerts
• Management reports for process improvement

[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, 5 November, 2019

Category : Software, System and Application, IT Services (Computer Maintenance and Technical Services)

Country : USA

State : Maryland

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