DEPARTMENT: Information Technology
FILE TYPE: Consent Action
TITLE
title
Authorization To Execute Contract With Cask NX LLC For Replacement Information Technology Service Management System
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PURPOSE/ACTION REQUESTED
Authorize the Enterprise Finance and Information Services Director to execute a contract with Cask NX LLC (Cask) to implement the Information Technology Service Management (ITSM) System Replacement project.
SUMMARY
An IT Service Management (ITSM) system coordinates all IT-related requests and issues. It centralizes IT support into one place, tracks every request, monitors incidents, ensures rapid resolution of critical problems, and improves communication throughout an organization.
Dakota County has two ITSM systems that handle basic ticket processing. The first one, Epicor ITSM 2010, used by the Information Technology Department, was implemented almost 25 years ago. The manufacturer has discontinued all sales and support for this product. The second system, CSD Service Requestor, was developed internally for the Community Services Division in 2007. The developers who built this system left the County’s employment several years ago. Both ITSM systems also run on outdated servers and databases that cannot be supported or upgraded.
Replacing these two ITSM systems with a single, modern ITSM environment will significantly improve service delivery, operational efficiency, and data-driven decision-making. It will scale and adapt as the County grows and technology evolves, ensuring that the needs of employees and residents are met effectively.
Dakota County published a request for proposals on this project. Of the nine vendors who submitted proposals, seven were brought in to conduct presentations for the County’s solution selection team. Using a rigorous scoring matrix, the project team selected Cask’s proposal to implement ServiceNow ITSM.
RECOMMENDATION
recommendation
Staff recommend the Board authorize the Enterprise Finance and Information Services Director execute a contract with Cask NX LLC to implement the ITSM System Replacement Project in an amount not to exceed $557,079.
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EXPLANATION OF FISCAL/FTE IMPACTS
Year 1, Implementation and ServiceNow ITSM licenses (Jan 2025 - Jul 2025): $ 333,533
$ 235,755 Implementation Professional Services
$ 97,778 Licensing for ServiceNow ITSM (Jan 2025 - Dec 2025)
Year 2, Licensing for ServiceNow ITSM (Jan 2026 - Dec 2026): $ 111,773
Year 3, Licensing for ServiceNow ITSM (Jan 2027 - Dec 2027): $ 111,773
Total Cost of 3-Year Project: $ 557,079
The costs for Year 1 are in the 2025 budget for the Information Technology Department. The annual costs for the software licenses are offset by eliminating redundant systems.
☐ None ☒ Current budget ☐ Other
☐ Amendment Requested ☐ New FTE(s) requested
RESOLUTION
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WHEREAS, the County advertised for proposals for the ITSM System Replacement Project; and
WHEREAS, the County received proposals from nine qualified vendors on February 9, 2024; and
WHEREAS, project staff reviewed the proposals and determined that proposal from Cask NX LLC provides the best value to the County to implement the ITSM System Replacement Project; and
WHEREAS, the costs for the ITSM System Replacement Project are $333,533 for the first year and $111,773 per year for the second and third years, for a total contract cost of $557,079; and
WHEREAS, sufficient funds are available in the Information Technology budget to support these purchases, in part through costs recovered by eliminating redundant systems.
NOW, THEREFORE, BE IT RESOLVED, That the Dakota County Board of Commissioners hereby authorizes the Enterprise Finance and Information Services Director to execute a contract with Cask NX LLC for the ITSM System Replacement Project in an amount not to exceed $557,079, subject to approval by the County Attorney’s office as to form; and
BE IT FURTHER RESOLVED, That the Enterprise Finance and Information Services Director is authorized to amend the contract with Cask NX LLC and increase the cost up to an additional $55,707 (10 percent) if necessary for unanticipated contingencies.
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PREVIOUS BOARD ACTION
None.
ATTACHMENTS
Attachment: None.
BOARD GOALS
☐ A Great Place to Live ☐ A Healthy Environment
☐ A Successful Place for Business and Jobs ☒ Excellence in Public Service
CONTACT
Department Head: Dan Cater
Author: Dave Miland