SOFTWARE SERVICES Updates

Bids/RFPs

Information Technology Service Management (ITSM) Software and Professional Services

Bid Number: 19/52/P
Status: Open
Close Date: 7/23/2019 2:00 PM
Project Manager:
Johsua Elicio
505-955-5576
Proposal Submission Information:
See Bid/RFP documents for additional submission details.
City of Santa Fe Purchasing Office 200 Lincoln Ave., Room 122 Santa Fe, NM 87501

 

The City of Santa Fe’s Information Technology & Telecommunications Department

provides enterprise technology services to the City of Santa Fe personnel in 18

functional departments located at 39 different physical sites.

The Information Technology and Telecommunications Department’s End User Services

Group currently operates a on premise IT Service Management (ITSM) product that was

acquired in the year 2000.The City currently utilizes Numara Footprints version 7.5 and

does not have a maintenance contract with the vendor to support the tool. BMC bought

Footprints years ago. The Numara Footprints 7.5 is the version from 2007.

The City’s BMC Footprints product licensing consists of 55 Agents total with 27 Fixed

Licenses (26 Agents are assigned as a Fixed License 1 currently unassigned and

available) and 1 Concurrent License (29 Agents are assigned to this 1 Concurrent

License). The CoSF ITT Service Desk currently supports 1500 City employees with 4

First level technicians and 33 Second level technicians.

The City of Santa Fe ITT End User Services (EUS) Department operates a centralized 8

hours/ 5 days a week first and second tier support Service Desk. EUS receives requests

for assistance via phone, email, and self-service (dept. communication officers only) via

the ITT Footprints ticketing application. Currently, tickets are created by both manual

input by EUS analysts and self-service (dept. communications officers only).

The ITT Service Desk assigns tickets to themselves (second tier desktop support), or

third tier support teams (network, server, programming, etc.). All third tier analysts within

the specified team are notified via email when a ticket is assigned to them and the ticket

is email carbon copied to their team. The appropriate third tier analyst within the

specified team that will work on the ticket then retrieves the ticket that is assigned to

them by the Service Desk.

The City of Santa Fe ITT Department plans to acquire a new IT Service Management

product, implementation services and maintenance services

 

Related Documents:
19/52/P [10.5 MB]
Addendum 1 [60.9 K]
addendum 10 [86.3 K]
addendum 2 [142.6 K]
addendum 3 [110.4 K]
Addendum 4 [108.4 K]
addendum 5 [141.1 K]
Addendum 6 [111.3 K]
addendum 7 [138.8 K]
addendum 8 [82.7 K]
addendum 9 [84.2 K]
attachment 4 [104.4 K]
attachment 5 [38.5 K]

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