Vendor Rating for Service Desk Selection

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1 Vendor Presented By DATE Using the scores of 0, 1, 2, or 3, plese rte the vendor's presenttion on how well they demonstrted the functionl requirements in the res below. Also consider how efficient nd functionl ech requirement ppered, nd the vendor's bility to deliver the requirement on time. Score Description 0 Vendor ws not ble to demonstrte functionlity or it did not work. 1 Vendor ws ble to demonstrte miniml functionlity or prts did not work. 2 Vendor ws ble to demonstrte verge functionlity in this ctegory. 3 Vendor ws ble to demonstrte wht you would consider bove verge in this ctegory. PHASE I Criteri Description 1 Ticket Processing Must meet minimum ticketing processing nd queue cpbilities of current system. Additionl ticketing nd queue cpbilities to support hub service model t externl sites. This must work in conjunction with the current site bsed queue model. In ddition, the turning off nd on of site verses hub queue cpbilities must be ble to be performed by person with b moderte technicl skills. Totl for Mjor Ctegory Ticket Processing 2 Ticket Routing The new service desk must hndle vendor ssigned tickets nd hve the cpbilities for pproved vendors to mnge nd view tickets. Vendors should not be ble to close tickets without routing them bck to district stff for finl closure. Totl for Mjor Ctegory Ticket Routing 3 Active Directory The preferred service desk ppliction should hve the bility to uthenticte users by utilizing ctive directory (sme user nme nd pssword s domin) nd or with pss through sign on (users do not need to enter pssword). Score (0-3) Pge 1 of7

2 Totl for Mjor Ctegory Active Directory I Single Sign On Integrtion Reporting Anlytics The current ticketing system llows for mngement to view open tickets by site nd technicin. 4 The new ppliction will need to provide t minimum the following reports: xxxxxxxxx Open tickets by site, technicin, vendor nd hub. b Tickets generted by either Acdemic (school) or Administrtive (district office). c Totl number of tickets creted, open nd closed over user predefined period. d Tickets generted by supported ppliction or specific (unique hrdwre device). e Totl time to close tickets by technicin, site nd helpdesk. Totl for Mjor Ctegory Reporting Anlytics 5 Automtion (Cll Routing I Mngement) b c d e Selected softwre must ccommodte utomted tsk processing. One to six utomtion tsks will be in plce during first week of implementtion. The first defined tsk will hndle the trnsfer of ticket concerning broken printer or printer with qulity output issues. The first step of the utomtion process would be to ensure the consumbles (toner nd drums) hve been replced before forwrding the ticket to vendor tht could incur unnecessry costs due to fulty consumbles. Other tsks will be defined s necessry. New Softwre Request Form to be filled out by the end user. Must support multiple pprovl pths depending on if the softwre is textbook ppliction for one computer or for mny computers. Other tsks will be defined s necessry. Selected softwre must ccommodte utomted tsk processing. Totl for Mjor Ctegory Automtion (Cll Routing I Mngement) 6 Just in Time Ticket Mngement Becuse new reporting cpbilities will be vilble to mngers to view how long it tkes to close tickets per stff member it will be necessry to empower service desk workers to be ble to view, edit, forwrd, nd close clls efficiently. The bility to give technology workers wy to mnge tickets nd service queues from mobile device, preferbly phone, is required. Totl for Mjor Ctegory Just In Time Ticket Mngement Pge 2 of7

3 7 Knowledge Bse The new service desk ppliction will hve pre-populted knowledge bse tht cn be dded to from the service nd closure oftickets. Totl for Mjor Ctegory Knowledge Bse 8 Customer Service Surveys The bility to present context sensitive survey questions to end users upon closure of ticket. Totl for Mjor Ctegory Customer Service Surveys 9 Innovtion The vendor should spend no more thn thirty minutes reviewing wht mkes their service desk ppliction stnd prt from the competition or bring dditionl innovtion to Vol usi County Schools. Totl for Mjor Ctegory Innovtion Totl Vendor Rting Score Functionl Criteri Phse I 10 Totl Cost for Phse I Nrrtive of services b Totl implementtion time broken out by onsite nd offsite. c Cost to include three yers of mintennce. d Cost for mintennce fter three yers. Totl for Mjor Ctegory Totl Cost for Phse I Totl Vendor Rting Score Cost for Phse I. Pge 3 of7

4 PHASE II. Proposed New Functionlity (to be completed lrgely within six months of implementtion) Phse II will focus minly on the recommendtions from the nlysis of the new improved reporting cpbilities from Phse I. These chnges will most certinly include modifictions to the selected service desk ppliction nd even mngement nd Technology Services orgniztionl chnges. Extensive End User Self Services including cht, potentil pssword mngement, chnge mngement nd remote desktop control on or off 11 the VCS network. The bility to cpture end user informtion from our CISCO phone system, s clls re received, nd populte new ticket for our centrlized 12 service desk workers. It is highly desired for Phse II to hve network inventory nd wrehouse module tht cn trck tgged ssets in nd out of trditionl 13 wrehouse. Totl for Mjor Ctegory Proposed Functionlity for Phse II Totl Vendor Rting Score Functionl Criteri Phse II Totl Cost for Phse II 13 Nrrtive of services 14 Totl implementtion time broken out by onsite nd offsite. 15 Cost to include yerly mintennce if pplicble. Totl for Mjor Ctegory Totl Cost for Phse II ' :... : '.. ''' <' :'.:';. ;i ''..... Totl Vendor Rting Score Cost for Phse II.. Volus1 County Schools Reserves the R1ght to Mke Chnges t this Document s Needed Completed By Pge 4 of7

5 References Reference # 1 Reference's Orgniztion Nme of Person Contcted Phone Number Nme of Product Used Mrket Served (I.e. K-12, Higher Eduction, Privte Business) Dte Contcted 16 Alignment to our Verticl Mrket (Eduction) 17 Proximity to Vol usi County Schools 18 Stisfction with Product 19 Stisfction with Implementtion 20 Stisfction with Vendor Support Totl Mjor Ctegory Reference# 1 Reference # 2 Reference's Orgniztion Nme of Person Contcted. Phone Number Nme of Product Used Mrket Served (i.e. K-12, Higher Eduction, Privte Business) Dte Contcted 21 Alignment to our Verticl Mrket (Eduction) 22 Proximity to Vol usi County Schools 23 Stisfction with Product 24 Stisfction with Implementtion 25 Stisfction with Vendor Support Totl Mjor Ctegory Reference # 2 Pge 5 of7

6 Reference # 3 'Reference's Orgniztion ' Nme of Person Contcted ~ Phone Number Nme of Product Used. ', I, Mrket Served (i.e. K-12, Higher Eduction, Privte Business) Dte Contcted 26 Alignment to our Verticl Mrket (Eduction) 27 Proximity to Vol usi County Schools 28 Stisfction with Product 29 Stisfction with Implementtion 30 Stisfction with Vendor Support Totl Mjor Ctegory Reference # 3 Totl Vendor Rting Score for References# 1, # 2 & # 3 ' Pge 6 of7

7 RATING SUMMARY SUMMARYFORVENDOR: TOTALS: Totl Vendor Rting Score Functionl Criteri Phse I Totl Vendor Rting Score Functionl Criteri Phse II Totl Vendor Rting.Score- Functionl Ci'iteri :... Totl Vendor Rting SCore- References'/ Totl Vendor Rting Score Cost for Phse I Totl Vendor Rting Score Cost for Phse II Totl Vendor Rting Score - Cost Functionl Criteri 75% References 15% Cost 10% Totl: Executive Summry... Ven<lcrl\otlngforServlceDeskSelectlon.doc Creoted by T echr.oloo:y Services OS/21{2011 Pge 7 of7

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