Information Technology Service Management (ITSM) Software and Professional Services
See Bid/RFP documents for additional submission details.
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