(1) Vendor needs to provide it management service.
- Utilize one centralized system to create, manage and monitor all work orders within the iTech Department.
- Provide automation and support.
- Convert existing seven years of historical data from current system.
- Utilize existing web-based, self-service and user-friendly knowledge support system.
- Continue to monitor team performance, identifying and resolving problems, preparing and completing action plans, and implementing process improvement and quality assurance methods.
- Utilize existing documented workflow progress through a variety of reporting tools and redelivered, customizable and real-time reports reflecting the full functionality of the system. The reporting tools must maintain contact with all units of iTech in order to facilitate high level of customer service.
- Support r Microsoft Active Directory authentication.
- Support application accessibility to all university campus locations. This includes, as well as our Gulf Coast campuses at Long Beach and Ocean Springs.
- Support the platform and environment necessary to run the software.
- Support a task list and timeline required for implementation of hardware and software and workflow.
- Support concurrent user licenses with an unlimited number of self-service access licenses to Submit and manage work orders.
- Supply customer and technical support by providing a detailed customer support model and the type of support available.
- Work Order Management
- Problem Management
- Change Management
- Configuration Management
- Release Management
- Knowledge Management
- Service Level Management
- Self Service
- Service Catalog
- Mobile
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