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File #: 2842-2019    Version: 1
Type: Ordinance Status: Passed
File created: 10/24/2019 In control: Technology Committee
On agenda: 12/9/2019 Final action: 12/12/2019
Title: To authorize the Director of the Department of Technology to modify a contract with Avante Solutions, Inc. for the purchase of additional software licenses and support and to enter into the third year of a five year support contract for Cherwell/ ITSM software maintenance and support services; and to authorize the expenditure of $112,590.00 from the Department of Technology, Information Services Division, Information Services Operating Fund. ($112,590.00)
Attachments: 1. 2842-2019 EXP.pdf, 2. AvanteColumbusMSRenewal.pdf, 3. City of Columbus OC 20190819 sixteen month term (1).pdf, 4. AvanteCherwellQuoteCityColumbus102019v2
Explanation

BACKGROUND:
To authorize the Director of the Department of Technology to enter into the third year of a five year contract with Avante Solutions, Inc., for Cherwell /Information Technology Service Management (ITSM) software maintenance and support, at the cost of $36,050.00. The term period for this contract will be February 1, 2020 through January 31, 2021. This ordinance will also authorize the Technology Director to modify the contract to purchase an additional 15 licenses ($64,500.00) with maintenance and support co-termed ($12,040.00) for a total of $76,540.00. The new licenses with maintenance and support will have a term period beginning from the date of a certified/confirmed Purchase Order from the City Auditor’s office or receipt of the licenses through January 31, 2021.
The Cherwell 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 enables 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. The software leverages 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 also defines roles and responsibilities, facilitates metrics for benchmarking, adds continual improvement and introduces higher levels of accountability to IT investment because IT is increasingly becoming more complex and more mission critical to the business.
The original contract was authorized by ordinance 2286-2017, passed by City Coun...

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