This Request for Proposals (RFP) is intended to solicit proposals from bidders capable of satisfying Washtenaw County’s Office of Infrastructure Management’s (OIM) needs for software and professional services to implement a Service Management System for both IT and Facilities departments, with the capability to incorporate HR, Finance, and other department service workflows in the future.
The Office of Infrastructure and Management (OIM) is comprised of IT and Facilities teams together in a single department of approximately 55 people. In addition to IT and Facilities staff, the department has a shared Business Office and Help Desk which takes approximately 15,000 calls per year from the county’s 1300+ employees, as well as calls from citizens looking for general information. The County owns 24 buildings on 90+ acres of land. IT provides services 2100+ users, 2000+ PCs, and 250+ servers in over two dozen departments, offices, agencies and other County government groups.
OIM is planning to replace its current Facilities & IT asset management & ticketing system, IBM Tririga, with a service management system developed to manage incidents, requests, assets, etc. for both IT and Facilities. In doing so, OIM seeks to address several challenges in the current environment, including but not limited to:
- The county’s current version of Tririga was heavily customized and customization will be lost if the system is upgraded to a newer version of Tririga.
- Tririga manages buildings and assets, but does not provide any problem or change management capabilities for IT.
- Tririga sends emails to customers, but responses are not recorded in the system so no ticket gives a complete picture.
- OIM would like to follow standard IT service management best practices, and Tririga is not made for that purpose.
