RFP-06-08 - Help Desk Problem Management & Project Tracking Software

Summary of Specifications:
The IT department at Ottawa County tracks issues and requests which come to the Help Desk using Aldon Response Manager, which is an AS400 solution. This has met our needs for several years, but as we continue to grow, we need an improved application to track our issues and requests in order to continue to provide quality service to our customers. Our Help Desk consists of one main call center with 2-3 analysts, which supports our internal customers (employees). The Help Desk supports approximately 1200 users throughout the County. Currently, we have an average of 300 calls per week. We are also looking to integrate our current project tracking method with the problem management system. Currently, we use a paper-based method for users to request the IT department to work on projects. This workflow needs to be automated so that we can be more accountable to our customers and provide better service.