Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-65954

Government Authority located in Illinois; USA based organization looking for expert vendor for IT service management system.

[*] Budget: Looking for Proposal

[*] Scope of Service:

Vendor needs to provide IT service management system.
- Service Management Functions like the Service Desk, Technical Management, and IT Operations. All of these are essential, but here are the minimum requirements (in bold font):
• Incident Management
• Problem Management
• Change Management
• Service Asset and Configuration Management
• Release Management
• Knowledge Management - • Incident management
o Manage and track incidents (a disruption to normal operations), as well as service requests for
new services, software, or hardware. ITSM incident-management handles the entire incident management process to restore service to customers as quickly as possible.
• Problem management
o Streamline incident investigations, from detection to eradication, through the ITIL subprocesses of problem control, error control, and proactive problem analysis. Problem-management processes remove defects from the IT infrastructure, eliminate recurring incidents, and stabilize the environment.
• Change and release management
• ITSM tracks scheduled and planned infrastructure changes, including process management and planning capabilities. Change implementation is quicker and more consistent, with risks and errors minimized. This application includes a built-in approval process for change and release management. The change module is completely integrated with incident, problem, and service level management applications.
• Service-level management
• Track service-level commitments with customers and from vendors, so management can pinpoint weaknesses and take corrective action
• Request management
• Manage and follow up on service requests, including requests to reset passwords, install new workstations, update personal data, or access information. Request management helps ensure that important requests are always moving forward.
• Configuration management
• Track all configuration items in your IT system. Identify, verify, and maintain critical configuration information for hardware, software, personnel, and documentation. Configuration management gives your IT teams a reliable repository for IT component information and establishes clear relationships between IT infrastructure components and services.
• Knowledge Management
• Knowledge Management (KM) enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. KM will be integrated with CCC’s AI Chatbot and Selfservice strategy
• The solution must involve contemporary, future-proof, safe and secure encryption for data at rest, data in transit, and data in use.
• The solution must provide capability to provision users and restrict access for various tiers by roles and responsibility (authorization).
• The solution must be safe guarded against hacking attacks.
• The solution must be able to record an audit trail of changes made to the application configurations and to CCC data. The minimum criteria for audit logs should be date, time, user performing the change, and changes made.
• CCC will own all data loaded into the system, including log data relating to use of the system. Vendors may not use CCC data in any way other than to serve CCC.
• Advanced approval from CCC authorized contact must be obtained for any data usage not outlined in the agreement.
• Data must be kept secure and backed up using contemporary redundancy and backup standards.
• Disaster recovery solutions must be described, and any future technology or provider changes reported to CCC.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Tuesday, 28 February, 2023

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

Country : USA

State : Illinois

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