FROM: James D. Herberg, General Manager
Originator: Lorenzo Tyner, Assistant General Manager
SUBJECT:
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IMPLEMENTATION OF SERVICENOW IT SERVICE MANAGEMENT SOFTWARE
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GENERAL MANAGER'S RECOMMENDATION
recommendation
RECOMMENDATION: Recommend to the Board of Directors to:
A. Approve a Professional Services Agreement to Computer Aid, Inc. (CAI) to provide ServiceNow IT Service Management software and implementation services, Specification No. CS-2021-1244BD, for a total amount not to exceed $474,505; and
B. Approve a contingency of 47,451 (10%).
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BACKGROUND
The current Information Technology Service Management system (ITSM), BMC Footprints, utilized by the Orange County Sanitation District (OC San) was implemented in 2013 and provides basic functionality including service requests, incident, change, release, and inventory management capabilities. The system was implemented by OC San's Information Technology (IT) division to track, manage, and deliver its portfolio of IT services.
The IT division processes on average over 800 requests a month utilizing this antiquated and often slow system. The ITSM system is the primary system used to track the division's day-to-day operations and ensure that all activities are conducted effectively and efficiently with available resources. Without an ITSM system the division would not be able to consistently provide the level of IT service required by OC San.
RELEVANT STANDARDS
* Maintain a culture of improving efficiency to reduce the cost to provide the current service level or standard
* Protect OC San assets
* Ensure the public's money is wisely spent
PROBLEM
OC San's current ITSM solution is antiquated and requires substantial resources to support and maintain. The system is hosted on premises, which requires constant attention by IT staff to ensure it is operational and compliant with security standards. Additionally, the system lacks advanced capabilities that a matur...
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