Government Contract | South Carolina
SaaS Enterprise Management System

Specifications include, but are not limited to:INTRODUCTIONThe Information Technology Office (ITMO), on behalf of the South Carolina Division of Technology (DTO) is soliciting proposals from qualified Offerors who can provide a hosted, comprehensive, Software as a Service (SaaS) solution designed to meet the needs, business practices, security requirements and reporting requirements for an Enterprise Service management System. The system must contain the components that meet the needs of the Division policies, directives, and standards. The system should be aligned with the latest Information Technology Infrastructure Library (ITIL) processes.BACKGROUNDThe Division of Technology (DTO) is an operating unit under the South Carolina Department of Administration, and is tasked with helping to facilitate the delivery of technology, security and privacy-related services and solutions to governmental entities throughout the state.DTO provides a host of enterprise-level services, including, but not limited to, mainframe operations, managed and unmanaged server hosting, and full-service desktop support services. DTO is also a network services solutions provider, supporting enterprise-level routers, switches, firewalls and the associated infrastructure, including internal and external cabling and wiring, as well as providing Internet and intranet services.Our customers consist of over seventy (70) South Carolina state agencies totaling nearly fifty-thousand (50,000) state employees, plus over two-hundred (200) South Carolina counties, municipalities, and local governmental units.The current service management tool is used by DTOs Service Desk, which is the primary point of contact for incidents and service requests relating to the services provided by DTO. In addition to DTOs Service Desk, this tool is used by the South Carolina Employee Information System (SCEIS) team. SCEIS provides human resources, materials management and accounting functions on a statewide basis. The SCEIS team has a separate, dedicated help desk that provides application support for the SAP system.DTO estimates approximately three-hundred (300) initial backend users of the solution. These users will be performing functions including, but not limited to, solution system administration, opening/closing/transferring incident records, creating reports, viewing reports, fulfilling service requests, managing configuration items, and other technician-like tasks.