Special Notice / Hearing: None__
Vote Required: Majority
To: Honorable Board of Supervisors
From: Jon Walton, CIO/Director, Information Services Department
Subject: Issuance of Purchase Orders to ServiceNow Corporation
RECOMMENDATION:
title
Adopt a resolution authorizing the County Purchasing Agent to issue Purchase Orders to ServiceNow Corporation to provide proprietary software licenses and support maintenance, for the term of August 18, 2017 through August 17, 2020, in an amount not to exceed $909,689.40.
body
BACKGROUND:
The Information Services Department (ISD) continues to improve its service desk processes and tools to provide County departments with easier access to IT services. On December 20, 2013, ISD released RFP#ISD1827 Information Technology Service Management System (ITSM) to review and select an ITSM application and implementation services based on industry best practices inclusive of Information Technology Infrastructure Library (ITIL) principles. A cross-departmental RFP review committee was established to evaluate functions, such as Request Fulfillment (e.g., when a supervisor requests a computer for a new employee), Incident Management (e.g., when a user cannot access a County system), Change Management (e.g., when a new version of Microsoft Office is ready for installation), Knowledge Management (e.g., how-to guides), and Asset Management (e.g., physical tracking of computers). The committee evaluated six responses and selected the ServiceNow product in the cloud. In 2014, ISD purchased a three year subscription to ServiceNow through its implementation vendor. The ITSM project was completed in January 2017 and the licensing subscription expired August 18, 2017. The terms of this procurement have been back dated to ensure there is no gap in coverage for the licenses or support.
Licensing for ServiceNow can be purchased directly from the manufacturer or through a reseller. Third party resellers may have sales mark-...
Click here for full text