Special Notice / Hearing: None__
Vote Required: Majority
To: Honorable Board of Supervisors
From: Jon Walton, Chief Information Officer, Information Services Department
Subject: Continued Issuance of Purchase Orders to ServiceNow, Inc.
RECOMMENDATION:
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Adopt a resolution authorizing the County Purchasing Agent to continue to issue purchase orders to ServiceNow, Inc. for providing additional proprietary software licenses and support maintenance, increasing the amount by $92,249.79 for an amended total amount not to exceed $1,001,939.19 with no change to the term.
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BACKGROUND:
The Information Services Department (ISD) continues to improve its business 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.
Resolution # 075481 was executed on September 26, 2017, waiving the Request for Proposals process and authorizing the County Purchasing Agent to issue Purchase Orders to ServiceNow Corporation to p...
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