TITLE
Recommendation to adopt Specifications No. RFP TI 16-112 and award a contract to Carahsoft Technology Corporation, of Reston, VA, to provide, install, train, and support City staff in the use and implementation of a new Service Management application, in the amount of $252,929, authorize a 20 percent contingency in the amount of $50,586, for a total contract amount not to exceed $303,515 for the first year; thereafter, in an annual amount not to exceed $68,040, for ongoing licensing and maintenance fees, for year two, with the option to renew for two additional one-year periods, at the discretion of the City Manager; and
Increase appropriations in the General Services Fund (IS 385) in the Technology and Innovation Department (TI) by $147,515 from funds available. (Citywide)
DISCUSSION
City Council approval is requested to enter into a contract with Carahsoft Technology Corporation (Carahsoft Technology), to acquire the application, installation, training and maintenance services for the service management software solution.
Technology and Innovation (TI) and Financial Management (FM) currently utilize BMC’s Remedy Action Request System Version 5.0 (Remedy) to track service requests and manage technology assets. Remedy Version 5.0 software has not been updated since its implementation by TI in 2004. Due to the age of the system, it does not meet the current and future needs of the City, requires staff to manage a number of manual processes, and is no longer supported by the vendor. The service management system is the backbone of TI’s operations as it tracks all incoming service requests, as well as facilitates timely resolution of requests to meet the City’s increasing technology needs. In FY 2016, Remedy was used to manage over 28,000 Help Desk and technology service requests and tracked over 15,000 technology assets (monitors, printers, scanners, projectors, computers, etc.).
As TI continues to transition toward a customer-centric service mode...
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