Specifications include, but are not limited to: : The Matanuska-Susitna Borough is requesting proposals from qualified IT consultants to provide an Information Technology (IT) Service Management software (ITSM) solution to assist various departments with managing incidents, service requests, improving internal processes, automating workflows, asset management and providing metrics and reports. • Create separate IT, Public Affairs, and Records Management workspaces during implementation. • Work with IT staff to implement a new ITSM solution including configuration of workflows, categories, ticket forms, correspondence templates, Service Level Agreement (SLA’s), knowledge base articles, change management, and problem management. • Import existing tickets to the new solution. • Import existing IT assets and train staff in how to implement, configure and manage that data with the solution. • Train IT staff so that they may use, manage, and implement this solution for other departments (including setting up onboarding/offboarding processes for Human Resources workflows.)
