Explanation
BACKGROUND:
This ordinance authorizes the Director of the Department of Technology to enter into the second of a five year contract with Avante Solutions, Inc., for Cherwell /Information Technology Service Management (ITSM) software maintenance and support, at the cost of $35,000.00. This contract was authorized by ordinance 2286-2017, passed by City Council on October 16, 2017, establishing PO091200. Although it was inadvertently omitted in ordinance 2286-2017, per the proposal referenced in the attachment, page 6, file name: AvantePriceResponseCityColumbusRFQ0056032017 (002), that the proposal reflected a five year software maintenance and support services contract, therefore this should have been stated in the ordinance. This ordinance is to authorize the second year of the five year software maintenance and support services contract. The term period for this contract will be February 1, 2019 through January 31, 2020.
This software enables the Department of Technology to better track, record and address service requests and issues that could possibly impact its customers. The Department of Technology can also use the ITSM system to proactively monitor other critical systems (e.g. Accela, CUBS, 311) to detect and resolve potential issues with these systems before department customers are impacted. This software will enable several ‘self-service’ features that will allow customers to submit their own tickets, reset their passwords and departments will have the ability to view and track their tickets as they are being worked on. This software will leverage good processes in the enterprise IT environment to better manage and measure incidents, problems, changes, service levels and risks which saves money, creates efficiencies and builds structure. It will also better define roles and responsibilities, facilitate metrics for benchmarking, add continual improvement and introduce higher levels of accountability to IT investment because IT is increas...
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