Specifications include, but are not limited to: The scope of this outsourcing project includes the provision of comprehensive IT service desk support to end-users, incident resolution, request fulfillment, and continuous improvement of service delivery. Including on-site executive leader “white glove” support. Service Provider Requirements - 2.1 Portal: Provider will be required to have a ticket management system that is solely for CNB/CED business – this cannot comingle with other businesses. 2.2 Access: Provider will be required to provide CNB/CED IT support team members with access to the ticketing system for additional supporting. 2.3 On Site Support: Provider should present a “boots on the ground” procedure to ensure there is support in-person, as needed. 2.4 Integrations: Provider should be able to support integrations with other systems to ensure full employee life cycle is supported via service desk. Profile for new employees should be auto generated to ensure requests can be submitted in a timely manner of their onboarding. 2.5 Preferred Vendor: It is preferred to have the same vendor supporting Service Desk requirements per this Service Desk RPF and Asset Management per the Asset Management RFP responsibilities for CNB & CED. If the same vendor is not providing both services; they will be required to partner together for ticketing solutions and support, as needed. 2.6 SLA Reporting: Provider should setup weekly meetings to provide SLA reporting data to CNB Project Manager with the ability to support monthly meetings with CNB/CED Leadership. 2.7 Asset Management: Provider will be required to support asset management request tickets and work with the asset management team to work and close any tickets. 2.8 End User Support: Provider will be required to support Conference Room audio and video issues (surface hubs, iPad, macs, desktop printers, dell, tier 1 support for reaching out to additional vendors based on studio/film equipment) 2.9 Best Practices: Provider should recommend how CNB/CED can maintain best practices for service desk approvals, ticketing, and any other areas where improvement can be made. 2.10 Tiered Support: Provider should provide Tier 1, Tier 2, and Tier 3 support for all CNB and CED employees.
