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The Knoxville Utilities Board (KUB) is requesting proposals for an application to perform help desk ticket management, asset management, change management, and license management functions. KUB prefers to deploy a cloud-based solution. The solution will only be utilized by employees of the company. At a high level, the software should include the following capabilities:
• Ticket creation and tracking, escalation, capture of meta data and closure data
• IT asset management solution for end user technology (laptops, desktop PC, tablets, company owned phones, enterprise applications, and servers and network components)
• Auto creation of preventative maintenance tickets for IT assets (patching, backup audits, etc.)
• License renewal tracking
• Change management approval function for production impacting request tickets
KUB expects to manage approximately 3,000 to 4000 assets in the application, including 1700 laptops and desktop PC, 200 iPad tablets, approximately 100 enterprise and tier II applications, and approximately 1,000 servers and network components. KUB also expects the proposed solution to easily manage the normal support voice, email, and walk-in traffic from a 1,000-employee company.
The awarded vendor or vendors will be responsible for providing software, implementation services, training, and ongoing maintenance/support services. This agreement is for a 5-year term.
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