Service Desk Support Services
|
|
- Virgil Barry Flynn
- 8 years ago
- Views:
Transcription
1 FLORIDA DEPARTMENT OF EDUCATION BUREAU OF CONTRACTS, GRANTS AND PROCUREMENT MANAGEMENT SERVICES 325 West Gaines Street 332 Turlington Building Tallahassee, Florida ADDENDUM #1 BID NO.: RFI July 26, 2013 Service Desk Support Services This addendum is being issued to provide the Answers to Questions submitted timely by vendors during the Question and Answers period and to amend the current Schedule of Events of the RFI. While the Service Desk support will be provided to systems created with RTTT funding, it is important to note that the RTTT grant period ends effective June 30, The systems to be supported will continue to operate well beyond the scope of RTTT. Funding for this support will not come from the grant. 1. Please explain the types of users who would be contacting the Service Desk. Are these internal employees of the DOE or external customers to the DOE such as school administrators, teachers and students? Primary users are teachers, students and administrators in all LEAs (counties/school districts) throughout the state of Florida; we do anticipate there will be some calls from students parents for certain systems 2. Are the applications and systems to be supported already implemented or will they be implemented soon? Several are under development and we do not have any baseline data. 3. If these systems and applications already exist: a. Please provide an overview of the types of applications that are being supported 3 rd party software or hardware CPALMS Common Core database and resource center for teachers, ~15,000 visitors per day, currently 25,000 users, adding ~3,000 accounts per month FAIR/PMRN screens for kindergarten readiness and assesses reading skills of 2.1 million students in 4,100 schools 1 P age
2 eipep electronic institution program evaluation plans; 24 colleges, 12 universities, 29 private institutions; currently ~375 users, expected to increase SSO single point of entry for multiple systems/programs; ## s?? b. Please provide the number of monthly inbound contacts for the last 12 months broken out by phone, , web chat, etc. related to this call center/service desk support Stats are only available for one system (FAIR/PMRN): app 26 calls per day for the month of June c. Please provide this monthly so that we can see the significant fluctuations during peak periods. t available d. Please explain what is causing the fluctuations in volume during peak periods. Assessment/testing periods, ex: FCAT, beginning of the school year e. What is the current average process/talk time per inbound contact? t available f. Can you please provide a breakdown of calls by hour in order to see how many calls come in during the day/evening/overnight/weekend? t available g. Can you provide the top 20 current call types? Password reset, log-in issues, student isn t in system or there are multiple instances of the same student, etc. Varies by system and not all are known at this time as all systems are not yet in production 4. The RFP mentions support for interactions in Spanish and Creole. What is the anticipated number of contacts to be handled in these languages? Also, what specific hours of operation are anticipated for these languages? Limited and most likely parents trying to assist a student assignment or explain instructions. rmal business hours and evenings during the week. 5. The RFI asks for a description of the pricing structure. Can you please explain if this is to be an overview of the recommended structure or if the Vendor is being asked to provide actual budgetary pricing? This is an RFI, a recommended structure with cost information for planning is requested. 6. What hours of operation are being requested for Service Desk Support? Is it 24 x 7 x 365 or a subset of these hours? Also, is holiday support to be provided? The seven programs are on line so most are assessable 24 x 7 x 365 it is more likely that the normal hours would be from 6:00 AM to 8:00 PM with some evening and weekend work. Most systems contain planning tools for teachers but the Item Bank and Test Platform could have significant student use during the week while students and teachers are in school. Holiday hours are not anticipated as a need at this time. 7. Does the Service Desk Support Services need to be located within the state of Florida or just within US borders? Florida is preferred, in the USA in the Eastern Time Zone would be useful. 2 P age
3 8. The RFI mentions both Service Desk and Call Center. Is there a need for both Service Desk (typically internal employee/users and technical or IT related issues) and Call Center (typically client/customer facing for various questions or information or for general information: hours of operation, directions, etc related questions) support? If so, can you please provide more detail into the types of users that would be calling for the different types of support? We visualize this as a Tier 1 call center/service desk answering questions related to login, password reset, and basic answers to typical help desk questions. FDOE will provide Tier 2/3 support. As used in this RFI, the term Service Desk refers to the function within ITIL that is the single point of contact for the user in dealing with problems related to those IT services anticipated to be part of this effort. The user may be internal or external to DOE. 9. Would the DOE be providing the Incident Management system for tracking tickets or would the Vendor need to provide this toolset? The vendor would provide 10. Do you currently have a knowledgebase and what is the state of current documentation within the knowledgebase? There is no knowledge base for the new systems under development 11. What will be the duration of any contract awarded in response to a competitive solicitation for a call center/service desk to support all end users of RTTT systems and applications? We are focused on seven systems requiring Tier 1 support. This may become an annual program with applicable renewals. 12. What will be the required hours of operation for the call center/service desk? See answer to #6 13. What systems and applications will the service desk be required to support? We are considering seven programs: CPALMS, FAIR, Item Bank and Test Platform, eipep, SSO, Classroom Enrollment Tool and Formative Assessments & Lesson Study Toolkits in Reading 14. What is the number of calls anticipated during period of performance, broken down by: a. Weekly, monthly, and annually TBD b. Peak and off-peak hours TBD 15. What is the anticipated average call duration? Unknown but likely less than 5 minutes dealing with login, password reset, short response on performance, and basic answers on standard application functionality prior to passing to Tier 2/3 support 16. What is the anticipated number of end users to be supported? K-12 Teachers, Students and some supporting staff in excess of 2 million but unlikely to vary significantly based on the program. 3 P age
4 17. What is the anticipated skill set and knowledge level of the end users to be supported? Depends on the program, most will be teachers or faculty that have a basic understanding of the tools they will be using, but in some cases it might be a student or parent asking a question. 18. Will the vendor be required to provide a knowledge management system? Is there any information available for inclusion in the knowledge management system? The vendor will be required to provide a knowledge management database (KMDB). The initial information for the KMDB would be provided by FDOE; however the vendor would be expected to add items and topics over time. 19. Will the vendor be required to provide any on-site services, such as for hardware failures? If no, who will calls be escalated to?, all Tier 2/3 support will be provided by FDOE 20. Is the expected user base that requires support in Tallahassee or statewide? Statewide 21. What is the approximate number of end-users? (100? 5,000?) ~2 million 22. What other agencies besides FLDOE might participate in this potential procurement? ne 23. Other than Spanish and Creole, what are FLDOE s preferred alternate languages? Support for languages other than English, Spanish and Creole is not required; however, it is possible that some callers might speak Chinese, Vietnamese or Japanese as a first language 24. Helpdesk Product a. Does FLDOE have an existing helpdesk product that the winning proponent is expected to use? b. Does FLDOE expect the vendor to integrate with FLDOE s helpdesk product? c. If FLDOE and the vendor are to use the same instance of a helpdesk product, does FLDOE prefer a SaaS based solution? This would prove useful. 25. Outsourcing a. Does FLDOE outsource any of its existing infrastructure?, rth West Regional Data Center b. If FLDOE outsources any of their infrastructure, will the vendor be required to interface with the outsourcing company on helpdesk tickets? 4 P age
5 26. Supported Products a. What COTS software products are to be supported? See question 3 b. What custom software products are to be supported? See question 3 c. Will training on any custom software be provided to the winning proponent? 27. Data Retention: a. Does FLDOE have any rules surrounding data-retention? b. Will data retention rules apply to the winning proponent? 28. Remote Access a. Does FLDOE have a corporate remote-access product already? b. If FLDOE does not have a remote-access product, can the vendor include one in their offering as an option? 29. Please provide three months of ACD data. t available 30. Please describe the quality of the CMDB to be able to do business impact analysis and prioritization. N/A 31. Please provide the data model of the CMDB. N/A 32. Is a fail-over Service Desk required (for business continuity and disaster recovery)? 33. When would FLDOE prefer to start the outsource helpdesk relationship? July 1, What does FLDOE expect in a transition period? Continuous support to users. 35. Do you have an ITSM practice in place? 36. What are your current SLAs? Vendors should recommend service desk SLAs appropriate to such areas as: time to answer, hold times, first call resolution, etc. 5 P age
6 37. What is the current support staff size for: a. Tier 1 - b. Tier 2 - c. Tier 3 Data is not available as all systems are not yet in production 38. What are the requirements for user self-service? TBD, however, vendors could suggest options for Tier 0/FAQ. 39. What are the requirements for an online knowledge base? We do not yet have an online knowledge base 40. What are the requirements for a service catalog? TBD 41. To what extent can the use of translation services be used? To the extent that the user s needs are met timely and effectively 42. What is the expected ticket volume for Tier 1 per day and per month? TBD as all systems are not yet in production 43. What is the expected ticket volume for Tier 2 per day and per month? FLDOE will provide Tier 2/Tier 3 support 44. What is the expected ticket volume for Tier 3 per day and per month? FLDOE will provide Tier 2/Tier 3 support 45. What is the current ticket volume for Tier 1 per day and per month? TBD as all systems are not yet in production 46. What is the current ticket volume for Tier 2 per day and per month? See 43 above 47. What is the current ticket volume for Tier 3 per day and per month? See 44 above 48. What is the split between hardware and software related calls? TBD as all systems are not yet in production 49. We typically provide reports on a monthly basis to indicate the effort expended and point out sources of incidents within our client s infrastructure. Will reports of that nature be required?, at a minimum reports relative to SLA compliance will be required. 50. Are there specific metrics that FLDOE wishes to use aside from the speed of answering?, to be developed jointly between the Department and vendor. 6 P age
7 51. The RFI response requires the disclosure by the vendor to DOE of information about the internal workings of the call center, such as training manuals, pricing structure, etc. This information is proprietary in nature and we would not want it to be made available to to other parties outside DOE without our permission. What guarantees will the DOE provide to ensure that our RFI response will not be made available to third parties? The Department takes its public records responsibilities as provided under Chapter 119, F.S., and Article I, Section 24 of the Florida Constitution, very seriously. If a vendor considers any portion of the documents, data or records submitted in response to this RFI to be confidential, trade secret or otherwise not subject to disclosure pursuant to Chapter 119, F.S., the Florida Constitution or other authority, the vendor must clearly mark and identify in its information those portions which are confidential, trade secret or otherwise exempt. Vendors must also simultaneously provide the Department with a separate redacted copy of its information. This redacted copy shall contain the Department s RFI name, number, and the name of the Respondent on the cover, and shall be clearly titled Redacted Copy. The Redacted Copy shall be provided to the Department at the same time the vendor submits its Reply to the RFI and must only exclude or obliterate those exact portions which are claimed confidential, proprietary, or trade secret. The vendor shall be responsible for defending its determination that the redacted portions of its information are confidential, trade secret or otherwise not subject to disclosure. Further, the vendor shall protect, defend, and indemnify the Department for any and all claims arising from or relating to the vendors determination that the redacted portions of its information are confidential, proprietary, trade secret or otherwise not subject to disclosure. If Respondent fails to submit a Redacted Copy with its Reply, the Department is authorized to produce the entire documents, data or records submitted by Respondent in answer to a public records request for these records. This RFI will not result in a contract with the Department. Therefore, it is not subject to a challenge pursuant to Section , F.S. 7 P age
REQUEST FOR INFORMATION FOR SERVICE DESK SUPPORT SERVICES RFI 2014-27
REQUEST FOR INFORMATION FOR SERVICE DESK SUPPORT SERVICES RFI 2014-27 Florida Department of Education 325 West Gaines Street Tallahassee, FL 32399-0400 Please email submissions to: Florida Department of
More informationREQUEST FOR INFORMATION FLORIDA AGENCY FOR STATE TECHNOLOGY CLOUD SERVICES AND SOLUTIONS RFI NO.: 150925
I. PURPOSE REQUEST FOR INFORMATION FLORIDA AGENCY FOR STATE TECHNOLOGY CLOUD SERVICES AND SOLUTIONS RFI NO.: 150925 The State of Florida, Agency for State Technology (AST), hereby issues this Request for
More informationREQUEST FOR INFORMATION. Identity and Access Management Administration Software RFI 2012-44
REQUEST FOR INFORMATION FOR Identity and Access Management Administration Software RFI 2012-44 Florida Department of Education 325 West Gaines Street Tallahassee, Florida 32399-0400 Please email submissions
More informationREQUEST FOR INFORMATION DEBIT CARD PROCESSING FOR FLORIDA RETIREMENT SYSTEM (FRS) PENSION PLAN PAYMENTS RFI NO.: DMS 12/13-036
REQUEST FOR INFORMATION DEBIT CARD PROCESSING FOR FLORIDA RETIREMENT SYSTEM (FRS) PENSION PLAN PAYMENTS RFI NO.: DMS 12/13-036 I. DEFINITIONS Payee A retiree or beneficiary of a retiree who has received
More informationMARION COUNTY Information Technology. REQUEST FOR INFORMATION Integrated IT Help Desk Client Management Software Suite
MARION COUNTY Information Technology REQUEST FOR INFORMATION Integrated IT Help Desk Client Management Software Suite DATE & TIME RESPONSES ARE DUE: January 2, 2015, at 2:00 PM Envelope(s) shall be sealed
More informationDepartment of Economic Opportunity
Department of Economic Opportunity REQUEST FOR INFORMATION Information Acknowledgement Form Page 1 of 9 pages SUBMIT RESPONSE TO: Department of Economic Opportunity DEPARTMENT RELEASE DATE: May 1, 2013
More informationProposal No. P15/9889
Answers to Vendor Questions Questions are in black, Answers are in red 1. Question: In connection with the live voice support do you have any further detail regarding the Average Handle Time for these
More informationInfrastructure Technical Support Services. Request for Proposal
Infrastructure Technical Support Services Request for Proposal 15 May 2015 ISAAC reserves the right to reject any and all proposals, with or without cause, and accept proposals that it considers most favourable
More informationAttachment 2 Performance Metrics
Attachment 2 Performance Metrics The following metrics are the metrics that the Contractor is required to meet to satisfy the Contract. In addition, the Contractor will be required to provide regular reports
More informationManaged Desktop Support Services
managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying
More informationAPPENDIX 4 TO SCHEDULE 3.3
EHIBIT J to Amendment No. 60 - APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT EHIBIT J to Amendment No.
More informationBlend Approach of IT Service Management and PMBOK for Application Support Project
Blend Approach of IT Service and PMBOK for Application Support Project Introduction: This paper addresses the process area, phases and documentation to be done for Support Project using Project and ITSM
More informationREQUEST FOR INFORMATION (RFI) RFI No. 16-0012 FOR INFORMATION TECHNOLOGY DISASTER RECOVERY AND COLOCATION DATA CENTER SOLUTIONS
REQUEST FOR INFORMATION (RFI) RFI No. 16-0012 FOR INFORMATION TECHNOLOGY DISASTER RECOVERY AND COLOCATION DATA CENTER SOLUTIONS Refer ALL Inquiries to: Michael Talbot, Procurement Officer Purchasing Department
More informationProject and Portfolio Management Software Provider Request for Information
State of Florida Department of Revenue ISP Request for FDOR PPM Tool RFI #14/15 05 Reissued 1. Introduction The Florida Department of Revenue (the Department or FDOR ), hereby issues this Request for (
More informationManaged Security Services SLA Document. Response and Resolution Times
Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response
More informationQ1. Will there be any preference given to firms certified as a small, minority owned business? Specifically, a firm certified in Virginia?
QUESTIONS AND ANSWERS As of June 20, 2012 BELOW ARE QUESTIONS AND ANSWERS RELATED TO THE REQUEST FOR PROPOSAL Provide Technical Support for PeopleSoft FSCM version 8.4 Q1. Will there be any preference
More information1.0 INTRODUCTION 2.0 PURPOSE OF AN RFI
State of Florida Department of Highway Safety and Motor Vehicles Request for Information (RFI) No.: Enterprise Content Management Solution 1.0 INTRODUCTION The Florida Department of Highway Safety and
More informationHelp Desk Best Practices
Help Desk Best Practices As an IT service provider, you know the key to maintaining customer satisfaction is keeping IT functions running smoothly for your clients. While it isn t possible to have 100%
More informationMendix ExpertDesk, Change and Incident Management. Customer Support
Mendix ExpertDesk, Change and Incident Management Customer Support Mendix Customer Support Defined roles 0, 1st, 2nd and 3rd Tier Support Support level Description Role Tier 0 Online Forum: https://mxforum.mendix.com
More informationHow To Use The Pace Help Desk
ITS HELP DESK SUPPORT Pace University and ITS Help Desk Summary This document covers the help desk support services offered from the ITS Help Desk for Pace University members. User Services ITS Help Desk
More informationRFP #3341-10 ADDENDUM #1 & ACKNOWLEDGMENT OF RECEIPT
RFP #3341-10 ADDENDUM #1 & ACKNOWLEDGMENT OF RECEIPT Description: Managed Services RFP #: 3341-10 Addendum #1 Date: January 28, 2016 This addendum includes the following information: Below are responses
More informationSentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement
Page 1 of 6 1. Term of Agreement This Agreement between, herein referred to as Client, and Word of Mouth Computers and Electronics, LLC hereinafter referred to as Service Provider, is effective on the
More informationRequest for Information
Request for Information Purpose This document provides information for vendors to decide whether they re willing to participate in a more detailed selection process. Issuing this request in no way obligates
More informationPublish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level
Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported Coverage Window 4 5. Incident and Service Request Targets 5 6. Manufacturer
More informationState of Louisiana Division of Administration / Office of Technology Services
State of Louisiana Division of Administration / Office of Technology Services REQUEST FOR INFORMATION (RFI) RELATED TO ENTERPRISE DOCUMENT CAPTURE (EDC) July 1, 2015 This Request for Information (RFI)
More informationPublish Date: 30/06/14 Version: 1.2
Publish Date: 30/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 4 5. Hardware RMA Process 4 6. Supported Coverage
More informationREQUEST FOR PROPOSAL # 2016-049 Lockbox Payment Processing Services
REQUEST FOR PROPOSAL # 2016-049 Lockbox Payment Processing Services ADDENDUM No. 1 ISSUE DATE: May 23, 2016 *******************************************************************************************************************
More informationEducation Data Portal ( EDP ) Data Dashboard Solutions
NYSED DATA DASHBOARD SOLUTIONS RFP Attachment 6.8 Statement of Work Template THIS IS STATEMENT OF WORK dated [Date] (the SOW ) to the Contract dated [Date] (the Agreement ) between NEW YORK STATE EDUCATION
More informationADDENDUM #2 to RFP# 16-0583. Financial Aid Call Center Services
ADDENDUM #2 to RFP# 16-0583 Financial Aid Call Center Services College of Southern Nevada Purchasing Department 3200 E. Cheyenne Avenue N. Las Vegas, Nevada 89030 (702) 651-4223 Date of Addendum: Tuesday,
More informationThe Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
More information24x7 Help Desk Services Questions & Answers for RFP 40016_21030705
24x7 Help Desk Services Questions & Answers for RFP 40016_21030705 1. What % of the call volume that was listed in the RFP was related to LMS (BB and Moodle) support? See Table 5 2. What is the number
More informationCloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1
Cloud Services Service Level Agreement Publish Date: 30/06/14 Version: 1.2 Cloud Services Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported
More informationHow To Run A Cloud Based Support Center At A College In Dalton
Education Services Management Proposal for SUNY Delhi December 29, 2008 Education Services Management Proposal for SUNY Delhi December 29, 2008 TO: Patrick Masson, Chief Information Officer SUNY Delhi
More informationITIL: Foundation (Revision 1.6) Course Overview. Course Outline
ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library
More informationApplication Performance Monitoring/Management (APM) Request for Information (RFI) 28198-CH
Application Performance Monitoring/Management (APM) Request for Information (RFI) 28198-CH Issued: March 30, 2015 Responses Due: May 12, 2015 This is not a bid or proposal. This Request for Information
More informationTORFQ # ITS-EPA-III-RFQ-10-0009 SERVICE DESK/EPA CALL CENTER AMENDMENT #1
TORFQ # ITS-EPA-III-RFQ-10-0009 SERVICE DESK/EPA CALL CENTER AMENDMENT #1 April 15, 2010 Dear ITS-EPA II BPA Holder: This amendment is issued to: 1) amend various aspects of the RFQ 2) Incorporate wage
More informationState Network Consumer Assistance Small Group Consultation Call Center
State Network Consumer Assistance Small Group Consultation Call Center Support for this presentation was provided through a grant from the Robert Wood Johnson Foundation s State Health Reform Assistance
More informationRFP Q & A for BUDGET DEVELOPMENT SOFTWARE 1. Cover page (page 1): Would SCBE considers a 3 week extension to the July 1st deadline?
1. Cover page (page 1): Would SCBE considers a 3 week extension to the July 1st deadline? A. Yes, Monday, July 22, 2015. Please see Addendum I. 2. Cover page (page 1): What is TIME REQUIRED FOR DELIVERY
More informationCarahsoft End-User Computing Solutions Services
Carahsoft End-User Computing Solutions Services Service Description Horizon View Managed Services Bronze Package Managed Services Package Options # of Desktops to be Managed Desktop Type Duration of Services
More informationResponse to Help Desk RFP Bidder Questions
Response to Help Desk RFP Bidder Questions On July 24, 2012, the Western Climate Initiative, Incorporated (WCI, Inc.) released a request for proposals (RFP) for Help Desk services for the Compliance Instrument
More informationProject Management and ITIL Transitions
Project Management and ITIL Transitions April 30 th 2012 Linda Budiman Director CSC 1 Agenda Thought Leadership: Linda Budiman What is ITIL & Project Management: Applied to Transitions Challenges & Successes:
More informationOutsource Operations Review 1/22/07 Status Report
Outsource Operations Review 1 Contract Recommendations City needs to establish metrics beyond the service level agreements (SLAs) to evaluate Unisys against the contractual obligations on no less than
More informationENTERPRISE SERVICE DESK (ESD) SERVICE DELIVERY GUIDE
National Aeronautics and Space Administration NASA Shared Services Center Stennis Space Center, MS 39529-6000 www.nssc.nasa.gov Enterprise Service Desk Service Delivery Guide NSSDG-2410-0001 Basic Version
More informationAdministration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July 30 2015
Dr. Bruce Law Pamela Bylsma Tammy Prentiss Domenico Maniscalco Bill Eagan Superintendent Assistant Superintendent Assistant Superintendent Chief Human Chief Financial of Schools for Academics for Student
More informationSystems Support - Standard
1 General Overview This is a Service Level Agreement ( SLA ) between document: and Enterprise Windows Services to The technology services Enterprise Windows Services provides to the customer The targets
More informationRFP No. 1-15-C017 OFFICE OF TECHNOLOGY INFORMATION SYSTEMS AND INFRASTRUCTURE PENETRATION TEST
RFP No. 1-15-C017 OFFICE OF TECHNOLOGY INFORMATION SYSTEMS AND INFRASTRUCTURE PENETRATION TEST Questions and Answers Notice: Questions may have been edited for clarity and relevance. 1. How many desktops,
More informationFeature Comparison. Help Desk. Ticket Management. Email to Ticket. Fully Customizable User Interface. Escalation Rules.
Feature Comparison Help Desk Ticket Management Email to Ticket Fully Customizable User Interface Escalation Rules Routing Rules Granular Permission Control Customizable Survey Multiple Survey Questions
More informationPublish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level
Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 3 5. Hardware RMA Process 4 6. Supported Coverage
More informationCOUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD
SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service
More informationMICROSOFT SYSTEM CENTER SERVICE MANAGER CONSULTING SERVICES RFP #2402-12 ADDENDUM #1. May 23, 2012
MICROSOFT SYSTEM CENTER SERVICE MANAGER CONSULTING SERVICES RFP #2402-12 ADDENDUM #1 May 23, 2012 For the Request for Proposal listed above, the following are changes, clarifications and/or questions and
More informationSALEM STATE UNIVERSITY
SALEM STATE UNIVERSITY INVITATION TO BID THIS IS NOT AN ORDER 1. The university is an agency of the Commonwealth of Massachusetts and is exempt from any State tax or Federal excise tax 2. Unless otherwise
More informationCENG Information Technology Services University of North Texas
CENG Information Technology Services University of North Texas for the Information Technology Services as applied To the University of North Texas College of Engineering 1.0 Agreement 1.1 Purpose CENGITS
More information1. Regarding section 1.6 (Page 7), what level of support (onsite or remote) is required?
Responses to questions in reference to the Governor s Office of Storm Recovery Managed Information Technology Network and Application Development Support Services Request for Proposal dated June 17, 2014
More informationMarval Software Limited. G Cloud iii Framework Service Definition
1 Marval Software Limited G Cloud iii Framework Service Definition Page 1 of 9 2 Contents An overview of the Marval Service Management (MSM) Software Solution... 3 Information assurance Impact Level (IL)
More informationUW Connect Update & Incident Management Overview
UW Connect Update & Incident Management Overview Mary Mulvihill, Service Management Office Mike Houlihan, Process Owner Service Management Board Meeting May 19, 2014 Outline UW Connect implementation update
More informationAASHTO INFORMATION TECHNOLOGY APPLICATION & INFRASTRUCTURE ENGINEERING SERVICES RFP AMENDMENT #1 - ANSWERS TO QUESTIONS
AASHTO INFORMATION TECHNOLOGY APPLICATION & INFRASTRUCTURE ENGINEERING SERVICES RFP AMENDMENT #1 - ANSWERS TO QUESTIONS 1. General Environment Information - In order to better understand the magnitude
More informationFor more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis
1 General Overview This is a Service Level Agreement ( SLA ) between and the Enterprise Windows Team to document: The technology services the Enterprise Windows Team provides to the customer The targets
More informationAmended Answers to 2015 Contact Center Overflow Vendor RFP Responses to RFP Questions
Amended Answers to 2015 Contact Center Overflow Vendor RFP Responses to RFP Questions 1-28-2015: Only change to original response is the addition of the last question. Q: Will the vendor s geographic location(s)
More informationRequest for Proposals. St Charles CUSD 303 ERATE PROGRAM INTERNET SERVICES
Request for Proposals St Charles CUSD 303 ERATE PROGRAM INTERNET SERVICES Table of Contents 1. BACKGROUND 3 2. EVALUATION CRITERIA. 7 3. PURPOSE AND SCOPE.. 7 4. GENERAL CONFIGURATION & REQUIREMENTS 7
More informationPro 2014-04 West Tampa RFP. January 31, 2014
Pro 2014-04 West Tampa RFP January 31, 2014 ANSWERS TO QUESTIONS FROM POTENTIAL APPLICANTS The West Tampa Requests for Proposals (RFP) allowed potential Applicants to submit questions regarding the RFP.
More informationEVALUATION OF ADMINISTRATIVE PERSONNEL
MONROE COUNTY 1220/page 1 of 5 REVISED Formatted: Font: Bold EVALUATION OF ADMINISTRATIVE PERSONNEL Pursuant to State law, each administrator shall be evaluated annually by the administrator's immediate
More informationMANAGED FIREWALL SERVICE
MANAGED FIREWALL SERVICE OVERVIEW This document represents a Service Level Description (SLD) between subscribing Local Educational Agencies (LEA) as the subscriber and the Northeastern Regional Information
More informationQ&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012
Q&A HP Service Anywhere Simplifying ITSM Questions Asked by Webinar Attendee on December 12, 2012 Q: What are the USP's for Service Anywhere over say ServiceNow? A: Please review the information available
More informationIdentity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0
Identity Hub Service Desk Handbook Document Ref: NSWG/MS/SG/v1.0 December, 2014 Version 1.0 Contents 1.0 INTRODUCTION 3 Who is Dataweave? 4 Who is the Dataweave Identity Hub service desk? 4 2.0 HOW DO
More informationUniversity at Buffalo Learning Management and Performance Management System Request for Information # 14CBW0036
University at Buffalo Learning Management and Performance Management System Request for Information # 14CBW0036 Background The University at Buffalo (UB), The State University of New York is a major public
More informationHow To Standardize Itil V3.3.5
Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations
More information14-ITN-001-KH Workforce Services IT Procurement Project Questions and Answers
Respondent Question Number ITN Page Number, Section Number, Subsection Reference 1. Attachment R, Page #1, REQ #9, REQ Section: General System 2. Attachment R, Page #5, REQ #41, REQ Section: Case 3. Attachment
More informationServices Providers. Ivan Soto
SOP s for Managing Application Services Providers Ivan Soto Learning Objectives At the end of this session we will have covered: Types of Managed Services Outsourcing process Quality expectations for Managed
More informationImproving. Summary. gathered from. research, and. Burnout of. Whitepaper
Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level
More informationRFP 20764 Help Desk and Field Support Question and Answers
RFP 20764 Help Desk and Field Support Question and Answers RFP 20764 - Provide Help Desk and Field Support 1) I could not find the Proposal Form mentioned on page 6 item number 1 and on page 7 item a and
More information2014 Defense Health Information Technology Symposium Service Desk Strategy for the Defense Health Agency
Mr. Wayne Speaks - Acting Branch Chief Mr. Bill Novak - Acting Branch Chief of Operations DHA Infrastructure and Operations 2014 Defense Health Information Technology Symposium Service Desk Strategy for
More informationAll other issues are to be submitted via a request ticket utilizing the Web Helpdesk found at https://helpdesk.tbcdsb.on.ca
Information Technology This Information Technology (ITSLA) establishes the overall support levels for IT supported systems and services within the Thunder Bay Catholic District School Board. Goals of Technology
More informationIncident Management Get Your Basics Right
Incident Management Get Your Basics Right Introduction Neil Thomas Industry experience in IT & IT support ITIL Vendor Product Management ITIL Consulting Specialised in Service Catalog & CMDB Introduction
More informationRace to the Top (RTTT) Technical Assistance Conference Call Regarding Budget September 10, 2010
Race to the Top (RTTT) Technical Assistance Conference Call Regarding Budget September 10, 2010 1 The 90-Day Timeline August 24 August 30-September 2 September 3 September 7-14 September 15- October 13
More informationMARYLAND EDUCATIONAL ENTERPRISE CONSORTIUM (MEEC)
MARYLAND EDUCATIONAL ENTERPRISE CONSORTIUM (MEEC) REQUEST FOR PROPOSAL # 90809 HELP DESK SERVICES ISSUE DATE: May 15, 2009 ISSUING OFFICE: UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE 3501 University Boulevard
More informationREQUEST FOR PROPOSAL WORKFORCE MANAGEMENT SOFTWARE RFP NO: 08-0029
REQUEST FOR PROPOSAL WORKFORCE MANAGEMENT SOFTWARE RFP NO: 08-0029 Addendum No. 1 Citizens Property Insurance Corporation (Citizens) hereby formally amends the solicitation. The amendments are as follows:
More informationQuestions and Answers No. 1 Request for Proposal F50B4400105 IT Management Support Software as a Service
MARTIN O MALLEY Governor S T A T E O F M A R Y L A N D DEPARTMENT OF INFORMATION TECHNOLOGY ANTHONY BROWN Lieutenant Governor ISABEL FITZGERALD Secretary Questions and Answers 1 Request for Proposal IT
More informationDISTRICT: Date Submitted to DOE: Contact Person s Name Title. Phone # E mail:
Review and Approval Checklist for RTTT Principal Evaluation Systems 6 1 2011 *represents beginning of change and # represents end of change. * Modified to Reflect Statutory Changes 4/12/11 # DISTRICT:
More informationKIPP Austin Public Schools Human Resources Information Systems (HRIS)
Human Resources Information Systems (HRIS) Request for Proposals February 26th, 2015 PROPOSAL DATE DUE: 3-17-2015 5:00 P.M. CST Request for Proposals Contents Project Overview... 2 Background... 2 Schedule...
More informationManaged Network Services RFP. Q&A Document. Q1: What types of hardware does Clark County Department of Job & Family Services (CCDJFS) currently have?
Managed Network Services RFP Q&A Document Q1: What types of hardware does Clark County Department of Job & Family Services (CCDJFS) currently have? A1: Currently we have a mixed server environment, however
More informationCHAPTER 2016-138. Committee Substitute for Committee Substitute for Committee Substitute for House Bill No. 1033
CHAPTER 2016-138 Committee Substitute for Committee Substitute for Committee Substitute for House Bill No. 1033 An act relating to information technology security; amending s. 20.61, F.S.; revising the
More informationSubmission Deadline: 26 June 2012 @ 11:30 AM (Eastern Time)
Solicitation Information 23 May 2012 Letter of Interest #7449766 Title: Help Desk Support: Race to the Top Initiative. Submission Deadline: 26 June 2012 @ 11:30 AM (Eastern Time) Questions concerning this
More informationMonterey Peninsula College
Monterey Peninsula College Information Technology Department Services Level Agreement 2013/14 Purpose The purpose of this document is to define service levels provided to Monterey Peninsula College (MPC),
More informationEnterprise UNIX Services - Systems Support - Extended
1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for
More informationStatement of Service Enterprise Services - AID Microsoft IIS
Statement of Service Enterprise Services - AID Microsoft IIS Customer Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The
More informationThe Florida Department of Education s Single Sign-On Solution. July - August 2012
The Florida Department of Education s Single Sign-On Solution July - August 2012 Presentation Objectives Present the s Single Sign-On solution (FLDOE SSO) Present the minimum requirements to access FLDOE
More informationLaney Information Technology Services
Laney Information Technology Services Mission Statement The mission of the Laney Information Technology Services (LITS) is to provide a scalable technological infrastructure, and provide innovation in
More informationEND-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION
END-USER REMOTE SUPPORT AND HELPDESK SERVICES Complete IT Support for Business Westgate IT End-User Remote Support and Helpdesk Services: Service Definition Service Name End-User Remote Support and Helpdesk
More informationCritical Systems Guidelines
Architecture, Standards and Planning Branch Office of the CIO Province of BC Document Version 1.0 April 2015 Table of Contents 1.0 Document Control... 3 2.0 Introduction... 4 3.0 Roles and Responsibilities...
More informationREQUEST FOR INFORMATION (RFI) POINT OF SALE SYSTEM DEP Solicitation Number: 2016033C
Request for Information for a Point of Sale System RFI No.: 2016033C REQUEST FOR INFORMATION (RFI) POINT OF SALE SYSTEM DEP Solicitation Number: 2016033C Pursuant to s. 287.012 (22), Florida Statutes (F.S.),
More informationEXHIBIT X - SERVICE LEVEL AGREEMENT (SLA) for Software as a Service Contracts. City of Seattle CONTRACT FOR
EXHIBIT X - SERVICE LEVEL AGREEMENT (SLA) for Software as a Service Contracts City of Seattle CONTRACT FOR This Service Level Agreement template is adopted by City Purchasing Policy for Software as a Service
More informationInvitation To Bid By State of Connecticut Office of Policy and Management. Vendor to Host Internet Applications. Amendment #2 October 29, 2008
Invitation To Bid By State of Connecticut Office of Policy and Management Vendor to Host Internet Applications Amendment #2 October 29, 2008 Responses to Questions Below please find the responses to the
More informationREQUEST FOR QUOTE Department of Children and Families Office of Child Welfare National Youth in Transition Database Survey Tool January 27, 2014
REQUEST FOR QUOTE SUBJECT: Request for Quotes, State Term Contract #973-561-10-1, Information Technology Consulting Services TITLE: National Youth in Transition Database (NYTD) Survey Tool Proposal Software
More informationGoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service
GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses Automating Service & Support with Voice Self-Service Automating Service & Support with Voice Self-Service The Changing
More informationIntroduction to ITIL: A Framework for IT Service Management
Introduction to ITIL: A Framework for IT Service Management D O N N A J A C O B S, M B A I T S E N I O R D I R E C T O R C O M P U T E R O P E R A T I O N S I N F O R M A T I O N S Y S T E M S A N D C
More informationRequest for Information (RFI) For providing An Information Technology Services Management Solution. RFI No. R25CD14213
Request for Information (RFI) For providing An Information Technology Services Solution RFI No. R25CD14213 RFI No. R25CD14213 Overview The Information Technology Department (ITS) at the Toronto Transit
More informationNo Surprises! The Support Center s Role in Successful Change and Release Management
No Surprises! The Support Center s Role in Successful Change and Release Management How Change Impacts the Support Center Increased: Contact volume Stress Support costs Decreased: Customer satisfaction
More informationHelpdesk and Technology Support Procedures
Procedures: Helpdesk and Technology Procedure Date: 10/27/2009 1.0 Purpose The Information Technology Services (ITS) Helpdesk is the single point of contact for technology support for all CCBC students,
More informationSmart Reporting: Using Your Service Desk to Better Manage Your IT Department
Smart Reporting: Using Your Service Desk to Better Manage Your IT Department Making Technology Work for You Smart Reporting: Using Your Service Desk to Better Manage Your IT Department Introduction Need
More informationRFP No. 15-037R PERSONAL COMPUTER, LAPTOP, TABLET, PHONES, AND PRINTER TECHNICAL SUPPORT. ADDENDUM NO. 2 October 21, 2015
County Executive Steven R. Schuh RFP No. 15-037R PERSONAL COMPUTER, LAPTOP, TABLET, PHONES, AND PRINTER TECHNICAL SUPPORT ADDENDUM NO. 2 October 21, 2015 TO ALL BIDDERS: PLEASE NOTE THE FOLLOWING CHANGES:
More information