Specifications include, but are not limited to: Service Management: • Incident Management: Ability to log, track, and resolve service incidents reported by end-users. • Problem Management: Capability to identify, analyze, and resolve underlying causes of recurring incidents. • Change Management: Tools for managing and tracking changes to IT infrastructure and services. • Service Catalog: Ability to define and publish a catalog of IT services available to end-users. • Self-Service Portal: User-friendly portal for end-users to submit service requests, track ticket status, and access knowledge articles. • SLA Management: Ability to define and manage service level agreements (SLAs) for different types of services. Asset Management: • Inventory Management: Tools for tracking and managing technology assets, including hardware, software, and peripherals. • Asset Lifecycle Management: Support for managing the entire lifecycle of assets, from procurement to disposal. • Configuration Management: Capability to maintain an accurate and up-to-date configuration database of IT assets and their relationships. • Software License Management: Tools for managing software licenses, tracking usage, and ensuring compliance with license agreements. • Device Management: Support for managing devices through integration with existing systems, including enrollment, configuration, and security policy enforcement. Specifically, the solution must: ● Document and track various IT assets across 200+ sites. including the ability to track attributes, work order and maintenance history, linked users, historical users, and asset lifecycle management with real-time data updates. ● Be capable of linking assets to sites, specific locations within sites, users, service requests, and statuses. ● Document and track service requests reported by users. ● Manage all aspects of Change Management: o Change Request logging, tracking and submission via a customizable data input form. o Change Request submission alerts to one or many via an email alert. o Change Request workflow to support Change Request approval and processing. o Change Request calendar live updates for all approved changes. o A visualization tool that can be used during Change Advisory Board meetings. o Customizable reporting that will identify those changes that were approved, denied, completed without issue, and completed with issue or canceled because of implementation issues. ● Produce highly customizable reports enabling WCPSS to analyze service calls, change requests and assets. o The ability to easily access data for report and query generation with highly customizable reports allowing for analysis of service calls and asset needs without the need for a programming specialist. ● Be capable of integration with various other systems through an open API, iFrame, Oracle ERP data views, Cisco IP phone system, and O365 Exchange email protocol. ● Be able to support the applications that are currently integrated which require Web Service APIs, JavaScript APIs, and Data Import/export... (ETL with things such as SFTP, HTTPS, ODBC, and JDBC.). ● Deliver a highly intuitive system that is user friendly and customizable on the front end for school age children. Our end may users consist of students in PreK all the way through our adult staff members.
