NDUS is soliciting proposals for the selection and implementation of a vendor-hosted Work Management System (WMS). The WMS will provide day-to-day ITSM ticketing functionality as well as functionality to assist in the management of CTS and NDUS enterprise and operational IT projects. The solution will be used by all CTS Staff, CTS PPMO, CTS division heads, CTS Leadership, and end users. The modules currently used and required in a new work management system include: Service Request Management Incident and Major Incident Management Service Level Management Problem Management Change Enablement Asset Management Knowledge Management Service Status Page Project Management Portfolio Management Resource Management Customer Service Portal The modules and functionality desired in the new work management system include all the above, as well as: Service Request/Incident/Problem/Change Ability to easily associate parent/child relationships between incidents and the ability to automatically inherit attributes (priority, SLA, etc.) from parent to child. Service Level Management Ability to define Operational Level Agreements (OLA) and the ability to associate OLAs with tickets. Ability to restrict and/or prevent the removal of SLAs. Resource Management.
