Government Contract | North Carolina
Information Technology Service Management Tool (ITSM)

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Bid Information

Bid Alert No: 00000435030

Bid Title: Information Technology Service Management Tool (ITSM)

Agency Bid No. Title: 54-JC-11422631R

Received Date: 12/09/2015

Close Date: 02/05/2016

Purchase Type: Not Stated

Delivery Point: Raleigh, North Carolina

Delivery Date: Not Stated

Special Notices: Bidder Preregistration


Specifications include, but are not limited to:The ITSM solution shall support approximately 350 named ITSM users or 120 concurrentITSM users and 9,500 end users with a potential growth in internal and external users of 30%over five years. The DOT IT help desk currently generates over 80,000 help desk tickest peryear. The breakdown of the help desk tickets is as follows: Password Reset 43% Incident 26% Service Request 16% Move, Add, Chg 7% Question 5% Tech/User Assist 2% Other 1%2 Vendor shall provide on-going remote administrator support for up to ten (10) hours per monthfor the term of the contract. The scope of administrative support includes the following: Guidance and advice on technical questions Support enhancements or technical configuration services for release upgrades Maintenance assistance on customer configurations Perform day-to-day administration work Observations regarding current configurations against best practices A single point of contact to the vendor.3 Vendor shall indicate whether the ITSM solution is:1) an on premise NCDOT solution or2) a hosted Software-as-a-Service (SaaS) solution, or3) a solution that has the option of both on premise and SaaS.4 Vendor shall describe the solutions implementation of best practices out-of-box.5 Vendor shall describe the solutions use of modern technologies.

Product Codes: 20890, 93921, 92003, 20600, 92045

Agency Information

Issuing Agency: State of North Carolina, Department of Transportation (NCDOT)

State: North Carolina

Agency Type: State and Local

Contact: Sharon Smith 1 S. Wilmington Street, Room 412, Raleigh, North Carolina, 27601

Phone: 919-707-2622




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